Retail Office Leader—Client Experience & Operations

H&R Block, Inc.; Henderson (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

H&R Block, Inc. seeks an Office Leader to direct one or more retail offices, delivering a superior, consultative client experience while driving business results.

You will coach Tax Professionals and Client Service Professionals, align priorities, and ensure office readiness, staffing, facilities, and compliance across locations. This role blends strategic oversight with hands-on leadership.

Qualifications

• Bachelor's degree or equivalent leadership experience required or preferred.
• Experience leading teams in retail, service, franchise, or operations environments.
• Strong client-centric mindset with ability to coach and develop teams.

Responsibilities

• Own consistent delivery of the consultative client experience across assigned offices with discipline.
• Evaluate execution quality and client impact across locations to reinforce strengths.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals with clear expectations and accountability.
• Provide coaching informed by observed behaviors and feedback to strengthen team execution.
• Identify performance patterns and develop bench strength and high-potential talent.
• Own revenue, growth, operational performance, and business outcomes for offices.
• Monitor metrics, identify trends, and improve business results and client acquisition.
• Ensure daily operations, staffing, scheduling, labor, compliance, SOPs, and service delivery.

Skills

Leadership

Coaching

Client-centric

Strategic planning

Operational management

Communication

Data interpretation

Travel readiness

Education

Bachelor's degree or equivalent leadership experience

High school diploma or equivalent

Job description

H&R Block, Inc. seeks an Office Leader to direct one or more retail offices, delivering a superior, consultative client experience while driving business results.

You will coach Tax Professionals and Client Service Professionals, align priorities, and ensure office readiness, staffing, facilities, and compliance across locations. This role blends strategic oversight with hands-on leadership.