Office Manager

H&R Block•Kansas City, MO

2d•Onsite

About The Position

The Office Manager plays a critical role in bringing a new office operating model to life by owning office level outcomes through leadership, coaching, sound judgment, and disciplined execution. As an Office Manager, you are accountable for the day‑to‑day delivery of a new office client experience model that emphasizes consultative client experience within your assigned office(s). You serve as a people leader first, developing and coaching associate teams and front‑line leaders, reinforcing consultative client-centric behaviors, and evaluating how the client experience is executed and how it impacts clients. You exercise independent judgment and discretion in planning, prioritization, and decision‑making to ensure consistent execution, strong associate performance and positive client outcomes. While operational execution remains foundational, this role places increased emphasis on communication, critical thinking, and leadership presence. You are responsible for ensuring teams are both trained on our new client experience operating expectations and consistently coached to apply them in client interactions, problem‑solving, and decision‑making.

Requirements

Bachelor's degree in a related field or the equivalent through a combination of education and related 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 to deliver consistent results
Strong client‑centric mindset with a commitment to delivering a differentiated, consultative client experience through leadership and execution
Strong people leadership capability, with proven ability to coach, develop, and hold associates accountable for performance and behaviors
Experience leading teams through change and evolving expectations, including adoption of new processes or ways of working
Ability to evaluate execution quality and translate client and performance feedback into corrective action and improvement
Demonstrated professionalism, sound judgment, and clear communication skills when addressing both positive and critical feedback from clients and associates
Comfort operating in test‑and‑learn environments, adapting execution based on feedback while maintaining operational discipline and standards
Data and insight fluency, including comfort interpreting performance data, recognizing meaningful patterns or risks, and using insights to inform actions and priorities
Willingness and ability to maintain consistent on‑site leadership presence, with scope of responsibility flexing based on office and district design.
Experience working in a consultative, client‑facing environment where client conversations require judgment, trust‑building, and problem‑solving

Nice To Haves

Prior responsibility for leading or influencing front‑line leaders, such as Team Leaders or supervisors, in addition to individual contributors
Exposure to pilot, Proof of Concept, or innovation environments where learning, iteration, and scaling were required
Experience partnering cross‑functionally (e.g., operations, analytics, training) to improve execution and client outcomes
Prior experience supporting recruiting, onboarding, or workforce readiness for seasonal or variable staffing models

Responsibilities

Own consistent delivery and evolution of the consultative client experience delivered through a new client experience model within assigned offices, ensuring standards are executed with discipline and care
Lead teams through adoption of new operating processes, behaviors, and ways of working, managing resistance and reinforcing expectations through coaching, judgment, and leading by example
Identify patterns in associate behaviors and client interactions, using those patterns to coach teams, reinforce effective consultative practices, and address execution gaps before they impact client outcomes
Evaluate execution quality and client impact, modeling expected consultative and leadership behaviors in client interactions, problem solving, and decision making
Ensure new client experience processes, technology, and office‑level tests are implemented as designed and aligned to defined operating standards
Conduct client interviews following appointments to gather real‑time feedback on the client experience, respond appropriately to both positive and critical input, and translate insights into actionable feedback shared with office associates and partners, including Data Science and Analytics
Use feedback and observed outcomes to adapt execution, behaviors, and priorities, while maintaining disciplined operational and client experience expectations
Accountable for office‑level execution, readiness, and results, ensuring disciplined operational performance
Lead and develop associate performance through coaching, feedback, and clear expectations, reinforcing standards through visible leadership presence
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 defined client and business expectations
Participate in recruiting, hiring, and onboarding decisions, ensuring alignment to defined client service professionalism, consultative capability, and execution standards
Accountable for seasonal workforce readiness and performance within assigned offices, in partnership with the District General Manager and supporting leaders
Establish a performance‑driven, collaborative office culture where learning, accountability, and shared ownership are expected
Reinforce team norms that support professionalism, inclusion, and collective responsibility for the client experience
Recognize progress, reinforce behaviors, and address culture or performance misalignment when needed
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, using coaching, judgment, and decisive follow‑through