Area Experience Leader: 4–6 Offices

H&R Block; Rockford (IL); On-site; USD 54,000 - 67,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader to oversee a portfolio of 4–6 retail offices and ensure an exceptional client experience across locations. You’ll set expectations for service, execution, and results while coaching Tax Professionals and Client Service Professionals to deliver expert guidance and a welcoming experience.

This hands-on leader balances strategic oversight with in-office presence, directing staffing, facilities, compliance, and day-to-day operations, and driving revenue and

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in a multi-unit environment with accountability for performance.
• Strong client-centric mindset delivering consultative service.
• Proven leadership to coach and develop teams and ensure accountability.
• Ability to drive business and financial results while managing daily ops across locations.
• Experience leading through change and adopting new processes.
• Ability to exercise independent judgment across multiple locations.
• Experience in facilities, staffing, or compliance operations.
• Strong communication and problem-solving, handling escalations and issues.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to climb ladders and lift up to 20 pounds for office readiness.
• Ability to travel frequently in-day between offices for in-person presence.
• Schedule flexibility to work evenings, weekends, and Saturdays as needed.

Responsibilities

• Own consistent delivery of consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations to improve the experience.
• Drive adoption of new client experience processes and tools in the offices.
• Lead Tax Pros and Client Service Pros with clear expectations and accountability.
• Provide coaching based on observed behaviors and performance data to strengthen teams.

Skills

Leadership

Client-centric mindset

Multi-location ops

Change management

Data analysis

Communication

Labor management

Travel readiness

Education

Bachelor’s degree or related field

Job description

H&R Block is seeking a Multi-Office Leader to oversee a portfolio of 4–6 retail offices and ensure an exceptional client experience across locations. You’ll set expectations for service, execution, and results while coaching Tax Professionals and Client Service Professionals to deliver expert guidance and a welcoming experience.

This hands-on leader balances strategic oversight with in-office presence, directing staffing, facilities, compliance, and day-to-day operations, and driving revenue and