Team Leader
On-siteBurnet, Texas, United States
Job Summary
Own the daily delivery of consultative client experience within your office, ensuring disciplined execution on every appointment and serving as the on-site point of contact for escalated client service concerns. Conduct client walk/talks and exit conversations to gather real-time feedback, translating insights into coaching for Tax Advisors, Client Service Professionals, and corporate partners. Lead daily office operations, manage workflow and client flow including appointment scheduling and walk-in coverage, and drive daily huddles to communicate priorities and recognition. Coach the in-office team using a Coaching Roadmap to observe interactions and land actionable commitments while reinforcing strong behaviors and addressing performance gaps. Partner with leadership to execute office-level growth plans, recruit associates, and manage seasonal readiness including certification and training adoption. Work a flexible part-time schedule ramping in the fall, transitioning to expanded tax season hours from January through April, including evening and weekend shifts, with in-person requirements at H&R Block.
Required Qualifications
- 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.
- Computer proficient with the ability to use MS Office, Teams, and office systems (Appointment Manager, Dimensions, Work Center, Copilot/Sidekick).
- Passionate, determined, and resilient with a customer-centric mindset.
- Able to work a flexible work schedule and flexibility in work assignments based on business needs.
- High school diploma / GED / equivalent required
Desired Qualifications
- Comfort operating in test-and-learn environments — adapting execution based on feedback while maintaining operational discipline and standards.
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