Retail Office Leader: Client Experience & Operations

H&R Block, Inc.; Annapolis (MD); On-site; USD 28,000 - 62,000; Full time

Job summary

H&R Block, Inc. is seeking an Office Leader to oversee one or more retail offices and deliver a consistently excellent client experience across locations.

You will coach Tax Professionals and Client Service Professionals, set clear expectations, and drive both service quality and business results. You’ll own office readiness, staffing, facilities, compliance, and day-to-day operations while balancing strategic oversight with hands-on leadership.

Qualifications

• Bachelor’s degree or equivalent leadership experience.
• Experience with seasonal workforce planning, hiring, and readiness execution.
• Experience partnering cross-functionally including operations, facilities, talent acquisition, and analytics.
• Experience with office readiness, facilities coordination, or operational infrastructure for one or more locations.

Responsibilities

• Own consistent delivery of the consultative client experience across one or more assigned offices, ensuring standards are executed with discipline and consistency.
• Evaluate execution quality and client impact across locations, using insights to reinforce strengths, address gaps, and continuously improve the experience.
• Drive adoption of new client experience processes, tools, and behaviors while visibly demonstrating client-centric leadership in the office.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations, reinforcing accountability, and coaching to consistent performance.
• Provide coaching informed by observed behaviors, client interactions, performance outcomes, and real-time feedback to strengthen team execution.
• Identify performance patterns within and across assigned offices, proactively address gaps, and develop bench strength and high-potential talent.
• Own revenue, growth, operational performance, and business outcomes for the assigned office or offices.
• Monitor performance metrics, identify trends, and implement actions to improve business results, client acquisition, and retention.
• Ensure consistent execution of daily operations for the assigned office or offices, including staffing, scheduling, labor management, compliance, SOPs, and service delivery.
• Own office and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding, and preparation for seasonal demand.

Skills

Leadership

Client-centric mindset

Coaching

Operations management

Labor management

Change management

Analytics

Communication

Education

Bachelor's degree or equivalent leadership experience

Job description

H&R Block, Inc. is seeking an Office Leader to oversee one or more retail offices and deliver a consistently excellent client experience across locations.

You will coach Tax Professionals and Client Service Professionals, set clear expectations, and drive both service quality and business results. You’ll own office readiness, staffing, facilities, compliance, and day-to-day operations while balancing strategic oversight with hands-on leadership.