Area Experience Leader: 4–6 Offices

H&R Block; San Rafael (CA); On-site; USD 70,000 - 81,000; Full time

Job summary

H&R Block is hiring a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, drive a consistent, high-quality client experience, and lead Tax Professionals and Client Service Professionals across locations.

You will set expectations, coach teams, and balance strategic oversight with hands-on office presence to ensure readiness, staffing, and compliant operations while delivering strong business results.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in multi-unit retail, service, or operations 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.
• Proven ability to drive business and financial results while managing day-to-day operations across multiple locations.
• Experience leading through change and adopting new processes and ways of working.
• Ability to exercise independent judgment and prioritize competing demands across locations.
• Experience managing facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations and complex issues.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices, ensuring standards are executed with discipline and consistency
• 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 visible client-centric leadership in the office
• Lead Tax Professionals and Client Service Professionals by setting clear expectations, reinforcing accountability
• Provide coaching informed by observed behaviours, client interactions, performance outcomes, and real-time feedback
• Identify patterns across offices, address performance gaps, and develop bench strength and high-potential talent
• Own revenue, growth, operational performance, and business outcomes across offices
• Monitor performance metrics, identify trends, and implement actions to improve business results, client acquisition, and retention
• Ensure daily operations across offices including staffing, scheduling, labor management, compliance, SOPs, and service delivery
• Own office and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding, and seasonal preparation

Skills

Client-centric

Leadership

Coaching

Change management

Judgment

Communication

Problem solving

Data interpretation

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is hiring a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, drive a consistent, high-quality client experience, and lead Tax Professionals and Client Service Professionals across locations.

You will set expectations, coach teams, and balance strategic oversight with hands-on office presence to ensure readiness, staffing, and compliant operations while delivering strong business results.