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H&R Block · 2 weeks ago

Small Business Associate Manager, Centralized Services

United States

Full-time

Remote

Senior Level

$63K/yr - $94K/yr

5+ years exp

H&R Block is a leader in tax preparation and small business solutions, seeking a Small Business Associate Manager to lead a client-facing team. The role focuses on delivering high-quality service, improving client outcomes, and driving growth through coaching, 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

People leadershipOperational excellenceClient service platformsCapacity planningContinuous improvementStakeholder managementSOP implementationCommunicationProblem-solvingTeam 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

Medical and prescription drug coverage

H&R Block Retirement Savings Plan (401(k) Plan)

Employee Assistance Program

(virtual) fitness center programs

Associate discount program

Business Travel Accident Insurance

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