Retail Office Leader: Client Experience & Ops

H&R Block, Inc.; Lindale (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. The role combines hands-on leadership with strategic oversight to ensure office readiness and strong business results.

Qualifications

• Bachelor's degree in a related field 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.
• Evaluate execution quality and client impact across locations to reinforce strengths and close gaps.
• Drive adoption of new client experience processes, tools, and behaviors with client-centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching for performance.
• Provide coaching informed by observed behaviors and real-time feedback to strengthen teams.
• Identify performance patterns, address gaps, and develop bench strength and high-potential talent.
• Own revenue, growth, operational performance, and business outcomes for the offices.
• Monitor performance metrics, identify trends, and improve client acquisition and retention.
• Ensure daily operations, staffing, scheduling, labor management, compliance, and SOPs.
• Own office readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal prep.

Skills

Leadership

Client-centric mindset

Communication

Problem-solving

Travel readiness

Education

Bachelor's degree in related field

Equivalent leadership experience

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. The role combines hands-on leadership with strategic oversight to ensure office readiness and strong business results.