Tax Office Experience Leader — Coaching & Growth

H&R Block; Kyle (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

H&R Block in Kyle, TX is seeking an Office Experience Manager to lead a team of Tax Advisors and CSPs, coordinating with the CCS team and driving the client experience while accelerating the office’s seasonal tax business.

You’ll begin with a flexible part-time fall ramp-up, then expand to a full peak-season schedule with evenings and weekends as needed. This is an in-person, on-site role.

Qualifications

• People management experience, with a demonstrated ability to grow, develop, and hold associates accountable in a service or retail environment.
• Strong client-centric mindset with a commitment to delivering differentiated, consultative client experience.
• Demonstrated coaching capability — comfort observing performance, giving direct feedback, and driving behavior change.
• Strong decision-making and judgment skills and the ability to function well in a fast-paced environment with minimal supervision.
• Strong interpersonal and communication skills, including the ability to lead difficult conversations with clients and associates professionally.
• Data fluency — comfort interpreting KPI, survey and coaching data to inform daily priorities and coaching focus.
• Computer proficient with the ability to use MS Office, Teams, and office systems (Appointment Manager, Dimensions, Work Center, Copilot/Sidekick).
• Passionate, determined, and resilient with a customer-centric mindset.
• Able to work a flexible work schedule and flexibility in work assignments based on business needs.
• High school diploma / GED / equivalent required

Responsibilities

• Own the daily delivery of consultative client experience within your office, ensuring execution with discipline on every appointment.
• Model consultative, client-centric behaviors in your own client interactions and set the standard for the team.
• Serve as the on-site point of contact for escalated client service concerns, resolving with sound judgment and follow-through.
• Conduct client walk/talks and exit conversations to gather real-time feedback, and translate insights into coaching for Tax Advisors, CSPs, and corporate partners.
• Lead daily huddles and communicate essential information, priorities, and recognition to associates.
• Create and maintain associate work schedules and ensure accurate timekeeping and overtime management.
• Lead daily huddles and communicate essential information, priorities, and recognition to associates.
• Ensure office-level tests, new processes, and technology are implemented as designed.
• Partner with the Office Experience Manager (OEM) and District General Manager (DGM) to execute the office-level growth plan, including client count, revenue, conversion, and service standards targets.
• Reinforce ongoing support behaviors — mid-year check-ins, future appointments, and year-round client engagement — to build durable client relationships.
• Recruit, interview, and onboard tax office associates.
• Own seasonal readiness inside the office — associate certification, training completion, and adoption of new operating expectations.
• Lead the team through change with empathy and clarity, managing resistance from experienced associates by reinforcing the “why” and modeling new behaviors.
• Conduct timely performance conversations and partner with the OEM and Associate Relations Center to address performance concerns.

Skills

People management

Coaching capability

Data fluency

MS Office / Teams proficiency

Communication skills

Decision-making

Adaptability

Education

High school diploma / GED / equivalent

Tools

MS Office

Teams

Dimensions

Work Center

Copilot/Sidekick

Appointment Manager

Job description

H&R Block in Kyle, TX is seeking an Office Experience Manager to lead a team of Tax Advisors and CSPs, coordinating with the CCS team and driving the client experience while accelerating the office’s seasonal tax business.

You’ll begin with a flexible part-time fall ramp-up, then expand to a full peak-season schedule with evenings and weekends as needed. This is an in-person, on-site role.