Associate Manager – Small Business Services

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Lead and mentor a client-focused team comprising Account Managers, Associate Account Managers, Onboarding Specialists, and Senior Account Managers.

• Establish priorities, delegate tasks, eliminate obstacles, and nurture talent through constructive feedback, Individual Development Plans (IDPs), and performance management.

• Ensure that client experience standards and Service Level Agreements (SLAs) are consistently met.

• Assess service quality and manage escalations; authorize resolutions and credits in accordance with policy.

• Implement and uphold Standard Operating Procedures (SOPs) for client service issues, invoicing escalations, and protocols for unresponsive clients.

• Promote consistency in workflows using Karbon, Xero, and ADP, and oversee compliance.

• Anticipate volume, oversee staffing strategies, balance portfolios, and enhance labor efficiency.

• Collaborate with Sales, Operations, Client Advocates, and enterprise stakeholders to address challenges and streamline processes.

• Monitor Key Performance Indicators (KPIs) such as SLA compliance, churn/retention rates, revenue, and portfolio health.

• Conduct daily and weekly meetings, share insights, and implement corrective measures.

• Maintain adherence to out-of-scope policies, timekeeping standards, invoicing protocols, and data privacy regulations.

• Identify process inefficiencies, suggest and test solutions, and document updates to SOPs and job aids.

• Conduct interviews and hire team members, ensure effective onboarding, and foster an inclusive, high-performance culture.

• Lead special initiatives aimed at enhancing client experience, minimizing avoidable churn, and supporting planning and readiness cycles.

⛳️ Requirements

• Over 2 years of leadership experience in client services or operations.

• Bachelor's degree in Accounting, Business Administration, or a related field.

• Strong operational expertise, including SOP implementation, capacity planning, metric-driven coaching, and continuous improvement practices.

• Exceptional communication, problem-solving, and stakeholder management abilities.

• Capability to handle ambiguity and drive outcomes.

• Practical experience with client service platforms or work management tools, particularly Karbon, is preferred.

• Familiarity with small-business systems like Xero and ADP is preferred.

• Experience in a centralized service delivery model at scale is preferred.

🏝️ Benefits

• Medical and prescription drug coverage for eligible associates and 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 Preparation benefit.

• Competitive compensation.

• Opportunities for continuous learning.

• Support for well-being and life outside of work.