Retail Office Leader: Client Experience & Ops

H&R Block, Inc.; Agoura Hills (CA); On-site; USD 34,000 - 48,000; Full time

Job summary

H&R Block, Inc. is seeking an Office Leader to manage one or more retail offices, ensuring a consistently high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, set clear expectations, and drive performance and business results.

The role combines strategic oversight with hands‑on leadership, focusing on office readiness, staffing, compliance, and day‑to‑day operations to deliver excellent client outcomes and growth across offices.

Qualifications

• Bachelor's degree or equivalent leadership experience.
• Experience leading teams in a retail, service, franchise, or operations environment.
• Strong client‑centric mindset with experience delivering consultative client experience.
• Demonstrated 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 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

Data interpretation

Communication

Problem-solving

Change management

Travel readiness

Education

Bachelor's degree or equivalent leadership experience

Job description

H&R Block, Inc. is seeking an Office Leader to manage one or more retail offices, ensuring a consistently high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, set clear expectations, and drive performance and business results.

The role combines strategic oversight with hands‑on leadership, focusing on office readiness, staffing, compliance, and day‑to‑day operations to deliver excellent client outcomes and growth across offices.