Retail Office Leader: Client Experience & Ops Excellence

H&R Block, Inc.; Hughes Springs (TX); Sur place; USD 70 000 - 100 000; Plein temps

Résumé du poste

H&R Block, Inc. is seeking an Office Leader to manage one or more retail offices, delivering a consistent, 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 setting. This hands-on leader will balance strategic oversight with in-office presence, drive office readiness, staffing, facilities, and compliance, and align priorities to improve client

Qualifications

• High school diploma or equivalent required.
• 3+ years' work experience leading teams in retail, service, franchise, or operations.
• Strong client-centric mindset with experience delivering consultative client experience.
• Proven leadership ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results while managing daily operations.
• Experience leading through change and adoption of new processes.
• Ability to exercise independent judgment and prioritize competing demands.
• Experience managing facilities, staffing, or compliance.
• Strong communication and problem-solving skills.
• Ability to interpret data, identify trends, and translate insights into action.
• Willingness to travel between assigned offices as needed.
• Schedule flexibility to work evenings, weekends, and Saturdays.

Responsabilités

• Own consistent delivery of the consultative client experience across one or more offices with discipline and consistency.
• Evaluate execution quality and client impact across locations; use insights to improve experience.
• 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 performance outcomes to strengthen team execution.
• Identify performance patterns, address gaps, and develop bench strength and talent.
• Own revenue, growth, operational performance, and business outcomes for the offices.
• Monitor performance metrics, identify trends, and implement actions to improve results.
• Ensure daily operations are executed: staffing, scheduling, labor, compliance, SOPs, service delivery.
• Oversee office readiness including facilities, equipment, supplies, recruiting, hiring, onboarding, and seasonal prep.

Connaissances

Leadership

Communication

Client-centric mindset

Coaching and development

Problem solving

Data interpretation

Formation

Bachelor's degree or equivalent leadership experience

Description du poste

H&R Block, Inc. is seeking an Office Leader to manage one or more retail offices, delivering a consistent, 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 setting. This hands-on leader will balance strategic oversight with in-office presence, drive office readiness, staffing, facilities, and compliance, and align priorities to improve client