Office Manager - Franchise Location

About the Role

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.

Day to day, you’ll...

• 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

Preferred Qualifications

• 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

This position is employed by an independently owned and operated H&R Block franchise. Responsibilities, compensation, benefits, schedules, and other employment terms may vary by franchise organization and location.

Required Qualifications

• 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