Retail Office Leader: Client Experience & Operations

H&R Block, Inc.; Texarkana (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

H&R Block, Inc. seeks an Office Leader to manage one or more retail offices, delivering a high-quality client experience across locations.

You will lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and provide expert guidance in a welcoming, confident environment. As a hands-on leader, you will balance strategic oversight with in-office presence, set clear expectations, and own office readiness, staffing, compliance, and day-to-day operations to

Qualifications

• High school diploma or equivalent required.
• 3+ years' experience leading teams in retail/service/franchise environments.
• Strong client-centric mindset with ability to coach and drive performance.
• Ability to manage day-to-day operations and staff across multiple offices.

Responsibilities

• Own consistent delivery of the consultative client experience across one or more assigned offices.
• Evaluate execution quality and client impact across locations to reinforce strengths and close gaps.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching.
• Provide coaching informed by observed behaviors and performance outcomes to strengthen teams.
• Identify performance patterns and develop bench strength and high-potential talent.
• Own revenue, growth, and operational performance for the assigned offices.
• Monitor performance metrics, identify trends, and implement improvement actions.
• Ensure staffing, scheduling, labor management, compliance, SOPs, and service delivery are aligned.
• Oversee office readiness, facilities, supplies, recruiting, and onboarding for seasonal demand.

Skills

Leadership

Coaching

Operations management

Customer service

Data-driven decisions

Education

Bachelor's degree in related field

High school diploma or equivalent

Job description

H&R Block, Inc. seeks an Office Leader to manage one or more retail offices, delivering a high-quality client experience across locations.

You will lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and provide expert guidance in a welcoming, confident environment. As a hands-on leader, you will balance strategic oversight with in-office presence, set clear expectations, and own office readiness, staffing, compliance, and day-to-day operations to