Retail Office Leader - Client Experience & Ops

H&R Block, Inc.; Nazareth (Northampton County); On-site; USD 70,000 - 100,000; Full time

Job summary

H&R Block, Inc. is seeking an Office Leader to oversee one or more retail offices, ensuring a consistent, high-quality client experience across locations. You will mentor Tax Professionals and Client Service Professionals, set clear expectations, and drive business results with hands-on leadership.

You'll own office readiness, staffing, facilities, and compliance, coordinating travel as needed while delivering exceptional client service and reliable operations in a fast-paced environment.

Qualifications

• Bachelor's degree or equivalent leadership experience required.
• Proven ability to coach and develop teams to high performance.
• Experience delivering consultative client experiences in a retail or service setting.
• Strong leadership with accountability for outcomes and behavior.

Responsibilities

• Own consistent delivery of the client experience across assigned offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes and tools.
• Lead Tax Professionals and Client Service Professionals with clear expectations.
• Provide coaching based on observed behaviors and outcomes.
• Identify performance patterns, address gaps, and develop bench strength.
• Own revenue, growth, and operational performance for the offices.
• Monitor metrics and implement actions to improve results and retention.
• Ensure daily operations, staffing, scheduling, and compliance.

Skills

Leadership

Client-centric mindset

Communication skills

Problem-solving

Data interpretation

Education

Bachelor's degree or equivalent leadership experience

High school diploma or equivalent

Job description

H&R Block, Inc. is seeking an Office Leader to oversee one or more retail offices, ensuring a consistent, high-quality client experience across locations. You will mentor Tax Professionals and Client Service Professionals, set clear expectations, and drive business results with hands-on leadership.

You'll own office readiness, staffing, facilities, and compliance, coordinating travel as needed while delivering exceptional client service and reliable operations in a fast-paced environment.