Team Leader

H&R Block

Hutto (TX)

On-site

USD 65,000 - 90,000

Part time

14 days+

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Job summary

H&R Block is seeking an Office Experience Manager to lead a team of Tax Advisors and CSPs, delivering a consultative client experience in a hands-on, in-office role. You will coach the team, manage daily operations, and drive growth with OEM and DGM collaboration to meet service standards and client engagement goals.

The role starts part-time during the fall ramp-up and expands through the tax season, requiring in-person presence with flexible evening and weekend hours as needed.

Qualifications

High school diploma / GED / equivalent required.
Proven people-management experience in a service or retail environment.
Strong client-centric mindset with a commitment to delivering differentiated consultative client experience.
Demonstrated coaching capability—ability to observe performance, give direct feedback, and drive behavior change.
Strong decision-making and judgment skills in a fast-paced environment with minimal supervision.
Excellent interpersonal and communication skills; capable of handling difficult conversations professionally.
Data fluency: ability to interpret KPI, survey, and coaching data to inform daily priorities.
Proficient with MS Office, Teams, and office systems (Appointment Manager, Dimensions, Copilot/Sidekick).
Able to work a flexible work schedule and adapt to changes based on business needs.

Responsibilities

Own the daily delivery of consultative client experience within the office and ensure disciplined execution of every appointment.
Model consultative, client-centric behaviors and set the standard for the team.
Serve as the on-site point of contact for escalated client service concerns and follow through to resolution.
Translate real-time client feedback into coaching for Tax Advisors, CSPs, and partners.
Lead the front-line coaching for Tax Advisors using a Coaching Roadmap and address performance gaps with timely feedback.
Develop CSPs on client-facing professionalism, scheduling discipline, and CCS/TA handoffs.
Manage day-to-day office operations, scheduling, capacity, conflicts, and walk-in coverage.
Lead daily huddles and communicate priorities and recognition to associates.
Drive growth by executing the office-level plan with OEM and DGM; reinforce ongoing client engagement and appointments.
Partner on seasonal readiness, including training, certification, and adoption of new operating standards.
Lead change with empathy, addressing resistance and maintaining clear rationale.

Skills

People management

Client-centric mindset

Coaching capability

Decision making

Interpersonal communication

Data fluency

MS Office / Office365

Flexible schedule

Education

High school diploma or GED

Tools

MS Office

Teams

Dimensions

Appointment Manager

Copilot/Sidekick

Job description

About The Role

Reporting to the Office Experience Manager (OEM), you translate directions from the OEM and District General Manager into disciplined daily execution, coaching, and behaviors. You lead a team of Tax Advisors and Client Service Professionals (CSPs), coordinate with the Client Care Specialist (CCS) team, and drive adoption of the client experience — all while accelerating your office’s seasonal tax business.

You’ll begin working a flexible part-time schedule in the fall as you ramp up for the busy tax season, then transition to an expanded tax season schedule from January through April, including evening and weekend hours as needed. This role is not remote and requires you to work in-person.

Deliver And Reinforce The Consultative Client Experience

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.

Coach and Develop the In-Office Team

Serve as the front-line coach for Tax Advisors, using a Coaching Roadmap to observe client interactions, identify opportunity drivers (knowledge, skill, will), and land specific, actionable commitments.
Coach and develop CSPs on client-facing professionalism, scheduling discipline, and support of the CCS/TA handoff.
Anchor coaching on one high-impact behavior at a time; prepare for and protect coaching time from interruptions.
Recognize and reinforce strong consultative behaviors; address performance or behavior gaps with timely, direct feedback.

Lead Daily Office Operations and Execution

Manage day-to-day office operations, workflow, and client flow, including appointment scheduling, capacity, conflicts, and walk-in coverage.
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.

Drive Office-Level Growth and Client Outcomes

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.

Support Talent, Readiness, and Change Adoption

Partner with the OEM and DGM to 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.

Required 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

Preferred Qualifications

Comfort operating in test-and-learn environments — adapting execution based on feedback while maintaining operational discipline and standards.

Why work for us

At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation.

That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.