Office Manager - Franchise Location

H&R Block•Marco Island, FL

27d•Onsite

About The Position

The Office Leader leads one or more retail offices and is responsible for delivering a consistent, high-quality client experience across each assigned location. The role’s scope may vary based on the franchise organization’s size, office structure, and business needs. The Office Leader sets expectations for consultative service, operational execution, team performance, and business results, and ensures offices are prepared to serve clients. The role leads and develops Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, provide expert guidance, and create a welcoming, confident experience. As a visible, hands-on leader, the Office Leader balances strategic oversight with in-office presence, aligning priorities and supporting client outcomes and business performance. The Office Leader owns readiness and operational execution for assigned offices, including staffing, facilities, compliance, and day-to-day operations. Through leadership, coaching, and disciplined execution, the role builds high-performing teams, drives consistent results, and ensures offices are prepared to serve clients.

Requirements

High school diploma or equivalent.
At least 3 years of work experience leading teams in a retail, service, franchise, or operations environment, with accountability for performance outcomes; experience may involve one or multiple locations.
Strong client-centric mindset and experience delivering a consultative client experience.
Strong leadership capability and a 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.
Experience leading through change, including adoption of new processes and ways of working.
Ability to exercise independent judgment and prioritize competing demands 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, 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 assigned 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 with 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 assigned offices, ensuring standards are executed with discipline and consistency.
Evaluate execution quality and client impact across locations, reinforcing strengths, addressing gaps, and improving the experience.
Drive adoption of new client-experience processes, tools, and behaviors while demonstrating client-centric leadership in the office.
Lead Tax Professionals and Client Service Professionals by setting expectations, reinforcing accountability, and coaching for consistent performance.
Coach based on observed behaviors, client interactions, performance outcomes, and real-time feedback.
Identify performance patterns across assigned offices, proactively address gaps, and develop bench strength and high-potential talent.
Own revenue, growth, operational performance, and business outcomes for assigned offices.
Monitor performance metrics, identify trends, and implement actions to improve business results, client acquisition, and retention.
Ensure consistent execution of daily operations, 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.