Tax Office Team Lead & Client Experience Coach

H&R Block, Inc.; Missouri; On-site; USD 25,000 - 39,000; Part time

Job summary

H&R Block, Inc. is seeking a part-time Office Experience Lead to translate directives into disciplined daily execution. You will coach Tax Advisors and CSPs, coordinate with the CCS team, and drive the client experience while accelerating the office’s seasonal tax business.

Initially a flexible fall schedule, with a transition to a fuller tax season schedule from January to April, including evenings and weekends as needed. In-person role; not remote.

Qualifications

• Must have proven people management experience in service or retail.
• Strong client-centric mindset for delivering differentiated experiences.
• Demonstrated coaching ability with direct feedback and behavior change.
• Sound decision-making and judgment in fast-paced environments with minimal supervision.
• Excellent interpersonal and communication skills for difficult conversations.
• Ability to interpret KPI, survey, and coaching data to set daily priorities.

Responsibilities

• Own daily delivery of consultative client experience with disciplined execution.
• Model consultative, client-centric behaviors in all interactions.
• Serve as on-site point of contact for escalated client service concerns.
• Conduct client walk/talks and exit conversations to gather feedback and coach the team.
• Lead daily office operations: scheduling, capacity, conflicts, walk-in coverage.
• Create and maintain associate work schedules and manage timekeeping/overtime.
• Lead daily huddles and communicate priorities and recognition.
• Ensure tests and new processes/tech are implemented as designed.
• Partner with OEM and DGM to drive office growth, client counts, revenue, and service standards.
• Recruit, interview, and onboard seasonal office associates; drive readiness.

Skills

People management

Client-centric mindset

Coaching capability

Decision making

Interpersonal communication

Data fluency

MS Office/Teams

Scheduling discipline

Customer service

Education

High school diploma / GED / equivalent

Tools

MS Office

Teams

Appointment Manager

Dimensions

Work Center

Copilot/Sidekick

Job description

H&R Block, Inc. is seeking a part-time Office Experience Lead to translate directives into disciplined daily execution. You will coach Tax Advisors and CSPs, coordinate with the CCS team, and drive the client experience while accelerating the office’s seasonal tax business.

Initially a flexible fall schedule, with a transition to a fuller tax season schedule from January to April, including evenings and weekends as needed. In-person role; not remote.