Office Manager - Franchise Location

H&R Block•Henderson, TX

11h•Onsite

About The Position

The Office Leader leads one or more retail offices and is responsible for delivering consistent, high-quality client experience across every assigned location. The scope of the role may vary based on the franchise organization’s size, office structure, and business needs. In this role, you’ll help ensure each office is ready to serve clients with excellence by setting clear expectations for consultative service, operational execution, team performance, and business results. You’ll lead and develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, deliver expert guidance, and create a welcoming, confident experience in every office. As a visible, hands-on leader, you’ll balance strategic oversight with in-office presence, using sound judgment to align priorities, strengthen execution, and support both client outcomes and business performance. You’ll also own office readiness and operational execution for the office or offices you support, including staffing, facilities, compliance, and day-to-day operations. Through strong leadership, coaching, and disciplined execution, you’ll help build high-performing teams, drive consistent results, and ensure each office is prepared to deliver for clients.

Requirements

High school diploma or equivalent required
3+ years’ work experience leading teams in a retail, service, franchise, or operations environment, with accountability for performance outcomes; experience may include leadership of one or multiple locations
Strong client-centric mindset with experience delivering consultative client experience
Strong leadership capability with proven ability to coach, develop, and hold teams accountable
Demonstrated ability to drive business and financial results while managing day-to-day operations for one or more locations, including labor management as applicable to the role
Experience leading through change, including adoption of new processes and ways of working
Ability to exercise independent judgment and prioritize competing demands within and across assigned locations
Experience managing or partnering in operational areas such as facilities, staffing, or compliance
Strong communication and problem-solving skills, including handling client escalations and complex issues
Ability to interpret data, identify trends, and translate insights into action
Ability to climb ladders and lift, carry, and move boxes, supplies, equipment and other materials weighing up to 20 pounds in support of office readiness, setup, maintenance, and operational activities, with or without reasonable accommodation
Ability to travel between assigned offices and other business locations as needed based on the number, location, and operational needs of the offices supported
Ability to work a schedule aligned with the operational hours and business needs of the assigned office or offices, which may include evenings, weekends, and Saturdays

Nice To Haves

Bachelor’s degree in a related field or equivalent leadership experience
Experience with seasonal workforce planning, hiring, and readiness execution
Experience partnering cross-functionally including operations, facilities, talent acquisition, and analytics
Experience with office readiness, facilities coordination, or operational infrastructure for one or more locations

Responsibilities

Own consistent delivery of the consultative client experience across one or more assigned offices, ensuring standards are executed with discipline and consistency
Evaluate execution quality and client impact across locations, using insights to reinforce strengths, address gaps, and continuously improve the experience
Drive adoption of new client experience processes, tools, and behaviors while visibly demonstrating client-centric leadership in the office
Lead Tax Professionals and Client Service Professionals by setting clear expectations, reinforcing accountability, and coaching to consistent performance
Provide coaching informed by observed behaviors, client interactions, performance outcomes, and real-time feedback to strengthen team execution
Identify performance patterns within and across assigned offices, proactively address gaps, and develop bench strength and high-potential talent
Own revenue, growth, operational performance, and business outcomes for the assigned office or offices
Monitor performance metrics, identify trends, and implement actions to improve business results, client acquisition, and retention
Ensure consistent execution of daily operations for the assigned office or offices, including staffing, scheduling, labor management, compliance, SOPs, and service delivery
Own office and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding, and preparation for seasonal demand