Associate Manager – Small Business Services

🕒 5 days ago

🏰 Missouri – Remote

🏰 Missouri – Remote

💵 $62.8k - $94.2k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

👔 Manager

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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H&R Block

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1955

💸 Finance

👥 B2C

🤝 B2B

Finance • B2C • B2B

H&R Block is a U. S. -based tax preparation and financial services company that provides in-person and online tax filing, tax professionals, small business bookkeeping and payroll, and related financial products such as refund advances and prepaid cards. Founded in 1955, it operates retail tax offices, franchises, and digital platforms to serve consumers and small businesses with tax, accounting, and financial solutions.

📋 Description

• Lead and coach a client-facing team of Account Managers, Associate Account Managers, Onboarding Specialists, and Senior Account Managers • Set priorities, assign work, remove blockers, and develop talent through feedback, IDPs, and performance management • Ensure client experience standards and SLAs are met • Review service quality and escalations; approve resolutions and credits within policy • Implement and enforce SOPs for client service concerns, invoicing escalations, and unresponsive client protocols • Drive consistency in Karbon, Xero, and ADP workflows and monitor adherence • Forecast volume, manage staffing plans, balance portfolios, and optimize labor efficiency • Partner with Sales, Operations, Client Advocates, and enterprise stakeholders to resolve issues and improve processes • Track KPIs including SLA attainment, churn/retention, revenue, and portfolio health • Run daily and weekly huddles, publish insights, and execute corrective actions • Uphold out-of-scope policy, timekeeping, invoicing guardrails, and data privacy standards • Identify process gaps, propose and pilot solutions, and document SOP and job aid updates • Interview and hire team members, onboard effectively, and cultivate an inclusive, high-performance culture • Lead special projects to improve client experience, reduce avoidable churn, and support planning and readiness cycles

🎯 Requirements

• 2+ years of people leadership in client services or operations • Bachelor's degree in Accounting, Business Administration, or a related degree • Strong operational acumen, including 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 • Hands-on experience with client service platforms/work management tools such as Karbon is preferred • Experience with small-business systems such as Xero and ADP is preferred • Experience in a centralized service delivery model at scale is preferred

🏖️ Benefits

• Medical and prescription drug coverage for qualifying associates and eligible dependents • 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 • Competitive pay • Continuous learning • Support for well-being and life outside of work