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About the Role

The Office Manager is responsible for leading and executing a new office operating model focused on a consultative client experience. This role involves people leadership, coaching, sound judgment, and disciplined execution to ensure positive client outcomes and strong associate performance.

Responsibilities

• Own consistent delivery and evolution of the consultative client experience within assigned offices.
• Lead teams through adoption of new operating processes and behaviors, managing resistance and reinforcing expectations.
• Identify patterns in associate behaviors and client interactions to coach teams and address execution gaps.
• Evaluate execution quality and client impact, modeling expected consultative and leadership behaviors.
• Ensure new client experience processes, technology, and office-level tests are implemented as designed.
• Conduct client interviews to gather feedback and translate insights into actionable feedback.
• Adapt execution, behaviors, and priorities based on feedback and observed outcomes.
• Ensure disciplined operational performance and readiness within assigned offices.
• Lead and develop associate performance through coaching, feedback, and clear expectations.
• Exercise sound judgment and independent decision-making in addressing client needs, associate performance, and operational priorities.
• Plan, prioritize, and adjust execution to ensure consistency, quality, and alignment to expectations.
• Participate in recruiting, hiring, and onboarding decisions.
• Accountable for seasonal workforce readiness and performance.
• Establish a performance-driven, collaborative office culture.
• Reinforce team norms that support professionalism, inclusion, and collective responsibility.
• Recognize progress, reinforce behaviors, and address culture or performance misalignment.
• Accountable for office-level performance outcomes, including client experience, associate results, and execution quality.
• Identify patterns of underperformance or misalignment and take timely corrective action.

Requirements

• Bachelor's degree in a related field or equivalent combination of education and work experience.
• 3 years minimum related work experience.
• Managerial experience leading people in a retail, service, or multi-unit environment, with accountability for execution, performance outcomes, and team results.
• Demonstrated ability to exercise independent judgment and discretion in planning, prioritization, and day-to-day decision-making.
• Strong client-centric mindset with a commitment to delivering a differentiated, consultative client experience.
• Strong people leadership capability, with proven ability to coach, develop, and hold associates accountable.
• Experience leading teams through change and evolving expectations.
• Ability to evaluate execution quality and translate client and performance feedback into corrective action.
• Demonstrated professionalism, sound judgment, and clear communication skills.
• Comfort operating in test-and-learn environments, adapting execution based on feedback.
• Data and insight fluency, including comfort interpreting performance data and using insights to inform actions.
• Willingness and ability to maintain consistent on-site leadership presence.
• Experience working in a consultative, client-facing environment requiring judgment, trust-building, and problem-solving.
• Prior responsibility for leading or influencing front-line leaders.
• Exposure to pilot, Proof of Concept, or innovation environments.
• Experience partnering cross-functionally to improve execution and client outcomes.
• Prior experience supporting recruiting, onboarding, or workforce readiness for seasonal or variable staffing models.

Skills

• Leadership
• Coaching
• Judgment
• Execution
• Communication
• Critical Thinking
• Client Experience
• Performance Management
• Change Management
• Data Analysis
• Problem-Solving
• Team Building
• Collaboration
• Professionalism
• Inclusion

Location

• South Austin

Work Type

• On-site

Experience Level

• 3 years minimum related work experience
• Managerial experience

Education Level

• Bachelor's degree in a related field or equivalent

Benefits

• Competitive pay
• Comprehensive benefits

About the Company

• At H&R Block, our purpose is to provide help and inspire confidence in our clients and communities everywhere.
• For more than 70 years, we’ve led the tax industry and continue to evolve through our Block Next strategy, blending human expertise with digital innovation.
• We are building a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact.