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About the Role

Reporting to the Office Experience Manager (OEM), you will translate directions into disciplined daily execution, coaching, and behaviors. You will 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 while accelerating the office’s seasonal tax business. This role requires in-person work and transitions from a flexible part-time schedule in the fall to an expanded tax season schedule from January through April, including evenings and weekends.

Responsibilities

• Own the daily delivery of consultative client experience within your office.
• Serve as the on-site point of contact for escalated client service concerns.
• Conduct client walk/talks and exit conversations to gather real-time feedback.
• Serve as the front-line coach for Tax Advisors, using a Coaching Roadmap to observe client interactions and identify opportunity drivers.
• 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.
• Recognize and reinforce strong consultative behaviors; address performance or behavior gaps with timely, direct feedback.
• Manage day-to-day office operations, workflow, and client flow.
• 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.
• Reinforce ongoing support behaviors to build durable client relationships.
• 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.

Requirements

• 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.
• Able to work a flexible work schedule and flexibility in work assignments based on business needs.
• Comfort operating in test-and-learn environments — adapting execution based on feedback while maintaining operational discipline and standards.

Skills

• MS Office
• Teams
• Appointment Manager
• Dimensions
• Work Center
• Copilot/Sidekick

Location

• In-person

Work Type

• Part-time
• Full-time

Experience Level

• People management experience

Education Level

• High school diploma / GED / equivalent required

Benefits

• Competitive pay
• Comprehensive benefits

About the Company

• 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.
• We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.