Area Experience Leader: Drive 4–6 Offices

H&R Block; Town of West Seneca (NY); On-site; USD 62,000 - 67,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 tax offices. You will lead Tax Professionals and Client Service Professionals, ensuring a consistent, high-quality client experience and strong business results.

You will balance strategic oversight with hands-on leadership, driving readiness, staffing, and operational excellence across locations. Travel between offices is expected to maintain in-person presence and performance.

Qualifications

• Bachelor’s degree or equivalent in a related field or experience.
• 3+ years 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.
• Proven leadership ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results across multiple locations, including labor management.

Responsibilities

• Own consistent delivery of the client experience across 4–6 assigned offices with discipline and consistency.
• Evaluate execution quality and client impact; use insights to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors with client-centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching for performance.
• Provide coaching informed by observed behaviors, performance outcomes, and real-time feedback.
• Identify patterns across offices and develop bench strength and high-potential talent.
• Own revenue, growth, and operational performance across assigned offices.
• Monitor performance metrics and implement actions to improve business results and client retention.
• Ensure daily operations across offices including staffing, scheduling, compliance, and SOPs.
• Prepare offices for seasonal demand with facilities, equipment, and staffing readiness.

Skills

Leadership

Client focus

Coaching teams

Operations management

Change management

Decision making

Travel readiness

Education

Bachelor’s degree or equivalent

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 tax offices. You will lead Tax Professionals and Client Service Professionals, ensuring a consistent, high-quality client experience and strong business results.

You will balance strategic oversight with hands-on leadership, driving readiness, staffing, and operational excellence across locations. Travel between offices is expected to maintain in-person presence and performance.