Office Leader: Client Experience & Operations

H&R Block, Inc.; Winnsboro (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

H&R Block, Inc. seeks an Office Leader to supervise one or more retail offices, delivering a consistent, high-quality client experience across locations. The role balances hands-on leadership with strategic oversight to guide staff, operations, and business results.

You will develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, ensure office readiness, and drive performance, retention, and revenue across assigned offices.

Qualifications

• High school diploma or equivalent required.
• 3+ years' work experience leading teams in a retail, service, franchise, or operations environment.
• Strong client-centric mindset with experience delivering consultative client experience.
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable.
• Demonstrated ability to drive business and financial results while managing day-to-day operations.
• Experience leading through change and adoption of new processes.
• Ability to exercise independent judgment and prioritize competing demands.
• Experience managing facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to travel between offices and work a schedule aligned with business needs, including evenings and weekends.
• Ability to climb ladders and lift up to 20 pounds for office readiness.

Responsibilities

• Own consistent delivery of a consultative client experience across one or more offices with disciplined execution.
• Evaluate execution quality and client impact across locations and drive improvements.
• Lead adoption of new client experience processes, tools, and behaviors with client-centric leadership.
• Coach Tax Professionals and Client Service Professionals to set expectations and accountability.
• Provide coaching based on observed behaviors and performance outcomes to strengthen team execution.
• Identify performance patterns, address gaps, and develop bench strength and high-potential talent.
• Own revenue, growth, and operational performance for assigned offices.
• Monitor performance metrics, identify trends, and take actions to improve results.
• Ensure daily operations, staffing, scheduling, labor management, compliance, SOPs, and service delivery.
• Oversee office and workforce readiness including facilities, equipment, supplies, and onboarding.

Skills

Leadership

Client-centric mindset

Coaching

Communication

Problem-solving

Data interpretation

Education

Bachelor's degree or equivalent leadership experience

Job description

H&R Block, Inc. seeks an Office Leader to supervise one or more retail offices, delivering a consistent, high-quality client experience across locations. The role balances hands-on leadership with strategic oversight to guide staff, operations, and business results.

You will develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, ensure office readiness, and drive performance, retention, and revenue across assigned offices.