Small Business Associate Manager, Centralized Services

H&R Block Associate Manager

We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It's an exciting time to be a part of H&R Block!

What You'll Do...

We’re scaling Block Advisors’ small business services (bookkeeping, payroll, and related solutions) through a centralized operating model. As an Associate Manager, you will lead a client-facing team (Account Managers, Associate Account Managers, Onboarding Specialists, and Senior Account Managers) to deliver consistent, high-quality service, improve client outcomes, and drive growth. You’ll coach people, enforce SOPs, manage capacity, and partner across Sales, Operations, Product, Finance, and Marketing to remove barriers and elevate performance.

Lead & coach a client-facing team of bookkeeping and payroll staff: set priorities, assign work, remove blockers, and develop talent through feedback, IDPs, and performance management.

Own client experience standards: ensure SLAs are met; review service quality and escalations; approve resolutions/credits within policy; and champion “Better Together” behaviors across the team.

Operational excellence: implement and enforce SOPs (client service concerns, invoicing escalations, unresponsive client protocol); drive consistency in Karbon/Xero/ADP workflows, and monitor adherence.

Capacity & workflow management: forecast volume, manage staffing plans, balance portfolios, and optimize labor efficiency across books of business.

Cross-functional collaboration: partner with Sales Executives, Operations Specialists, Client Advocates, and enterprise stakeholders to resolve issues, improve processes, and support strategic initiatives.

Performance & outcomes: track KPIs (SLA attainment, churn/retention, revenue, portfolio health); run daily/weekly huddles; publish insights; and execute corrective actions where needed.

Risk & compliance: uphold out-of-scope policy, timekeeping, invoicing guardrails, and data‑privacy standards; escalate legal/financial risks per protocol.

Continuous improvement: identify process gaps, propose changes, pilot solutions, and document updates to SOPs and job aids.

Talent & culture: interview/hire new team members, onboard effectively, and model Block Behaviors to cultivate an inclusive, high-performance culture.

Special projects: lead initiatives that improve client experience, reduce avoidable churn, and support annual planning and readiness cycles.

What You'll Bring To The Team...

5+ years of related experience, with 2+ years of people leadership in client services or operations.

Bachelors degree in Accounting, Business Administration, or a related degree

Strong operational acumen: SOP implementation, capacity planning, metric‑driven coaching, and continuous improvement.

Excellent communication, problem‑solving, and stakeholder management skills; ability to navigate ambiguity and drive results.

It Would Be Even Better If You Also Had...

Hands‑on experience with client service platforms/work management tools (e.g., Karbon) and small‑business systems (e.g., Xero, ADP).

Experience in a centralized service delivery model at scale.

Why Work For Us

Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You'll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being.

Equal Opportunity Employer: H&R Block does not tolerate discrimination based on a person's race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.

Pay Range Information: The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan. Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

Pay Range: $62,800.00 - $94,200.00/Yr.