Area Experience Leader — 4–6 Offices

H&R Block, Inc.; Niles (IL); On-site; USD 59,000 - 70,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4–6 offices, ensuring exceptional client experience and consistent operational excellence. You will coach Tax Professionals and Client Service Professionals, set expectations, and drive revenue and performance across locations.

You will balance strategic oversight with hands-on leadership, manage staffing and facilities, and guide teams through change while maintaining strong client focus and high standards of execution.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years work experience leading teams in a multi-unit retail, service, or operations environment with accountability for performance outcomes.
• Strong client-centric mindset with experience delivering consultative client experience.
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable.
• Demonstrated ability to drive business and financial results while managing day-to-day operations across multiple locations, including labor management.
• Experience leading through change, including adoption of new processes and ways of working.
• Ability to exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing or partnering in operational areas such as facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations and complex issues.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to climb ladders and lift, carry, and move boxes weighing up to 20 pounds for office readiness.
• Ability to travel frequently in-day, with minimal overnight travel, between assigned offices to maintain presence across locations.
• Ability to work a schedule aligning with operational hours across locations, including evenings, weekends, and Saturdays.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices, ensuring standards are executed with discipline.
• Evaluate execution quality and client impact across locations, using insights to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors with client-centric leadership in the office.
• Lead Tax Professionals and Client Service Professionals by setting expectations, reinforcing accountability, coaching for performance.
• Provide coaching informed by observed behaviors and performance outcomes to strengthen team execution.
• Identify patterns across offices, address performance gaps, and develop bench strength and talent.
• Own revenue, growth, and business outcomes across assigned offices.
• Monitor performance metrics, identify trends, and implement actions to improve results and retention.
• Ensure daily operations across offices, including staffing, scheduling, labor management, compliance, and SOPs.
• Own office readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal prep.

Skills

Team leadership

Client-centric mindset

Coaching & development

Change management

Data interpretation

Communication & problem-solving

Travel readiness

Scheduling flexibility

Independent judgment

Education

Bachelor's degree or equivalent

Job description

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4–6 offices, ensuring exceptional client experience and consistent operational excellence. You will coach Tax Professionals and Client Service Professionals, set expectations, and drive revenue and performance across locations.

You will balance strategic oversight with hands-on leadership, manage staffing and facilities, and guide teams through change while maintaining strong client focus and high standards of execution.