Team Leader

H&R Block, Inc.; San Marcos (TX); Sur place; USD 42 000 - 64 000; Temps partiel

Résumé du poste

H&R Block is seeking an Office Experience Manager to lead Tax Advisors and CSPs, translating executive direction into disciplined daily execution and coaching. You will drive the client experience on-site, balance schedules, and accelerate the office’s seasonal tax business.

This role is in-person with a fall part-time ramp and a busier January–April season. You’ll coach, run daily huddles, manage client flow, and partner with the OEM and DGM to hit growth, service standards, and readiness

Qualifications

• People management experience in service or retail environments.
• Strong client-centric mindset delivering consultative client experience.
• Proven coaching capability with direct feedback and behavior change.
• Strong decision-making in fast-paced environment with minimal supervision.
• Excellent interpersonal and communication skills for tough conversations.
• Data fluency interpreting KPI, survey and coaching data.
• Proficient with MS Office, Teams, and office systems.
• Able to work a flexible schedule based on business needs.
• High school diploma / GED / equivalent required.

Responsabilités

• 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.
• Partner with 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.

Connaissances

People management

Client-centric mindset

Coaching capability

Decision-making

Interpersonal & communication

Data fluency

MS Office/Teams proficiency

Flexible schedule

Formation

High school diploma / GED / equivalent

Outils

MS Office

Teams

Dimensions

Work Center

Copilot/Sidekick

Description du poste

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.

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