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H&R Block · 1 hour ago

Small Business Associate Manager, Centralized Services

Missouri, United States

Full-time

Onsite

Mid, Senior Level

$63K/yr - $94K/yr

5+ years exp

H&R Block is dedicated to helping people, providing assistance and inspiration to clients and communities. The Small Business Associate Manager will lead a client-facing team to enhance service delivery, improve client outcomes, and drive growth through operational excellence and cross-functional collaboration.

ConsultingRetailService IndustryTax Preparation

Responsibilities

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

Qualification

Client service managementOperational excellenceCapacity planningPerformance managementSOP implementationStakeholder managementContinuous improvementData privacy standardsClient experience standardsRisk managementCommunicationProblem-solvingTeam leadershipCross-functional collaboration

Required

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

Preferred

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

Benefits

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

Company

H&R Block

Glassdoor3.8

H&R Block is a tax solutions provider that offers tax returns, filings, and advisory services for individuals and businesses. It is a sub-organization of Ameriprise Financial.

Founded in 1955

Kansas City, Missouri, USA

10001+ employees