Retail Office Leader: Client Experience & Operations

H&R Block, Inc.; Stockbridge Township (MI); On-site; USD 65,000 - 90,000; Full time

Job summary

H&R Block, Inc. is seeking an Office Leader to oversee one or more retail offices, delivering a consistent, high-quality client experience across all locations.

The role includes leading Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, and ensuring office readiness, staffing, facilities, and compliance. As a hands-on, visible leader, you will balance strategic oversight with in-office presence, aligning priorities to drive client outcomes and

Qualifications

• 3+ years' work experience leading teams in retail, service, franchise, or operations environments.
• Strong client-centric mindset with experience delivering consultative client experience.
• Proven ability to drive business and financial results while managing day-to-day operations.

Responsibilities

• Own consistent delivery of the consultative client experience across one or more 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 with client-centric leadership in the office.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations, reinforcing accountability, and coaching for performance.
• Provide coaching informed by observations, client interactions, and performance outcomes to strengthen team execution.
• Own revenue, growth, operational performance, and business outcomes for the assigned office(s).
• Monitor performance metrics, identify trends, and take actions to improve business results, client acquisition, and retention.
• Ensure daily operations for the office(s), including staffing, scheduling, labor management, compliance, SOPs, and service delivery.

Skills

Leadership

Coaching

Client-centric mindset

Communication

Problem-solving

Data interpretation

Education

Bachelor's degree or equivalent

Job description

H&R Block, Inc. is seeking an Office Leader to oversee one or more retail offices, delivering a consistent, high-quality client experience across all locations.

The role includes leading Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, and ensuring office readiness, staffing, facilities, and compliance. As a hands-on, visible leader, you will balance strategic oversight with in-office presence, aligning priorities to drive client outcomes and