Area Experience Leader: Drive Excellence Across 4-6 Offices

H&R Block, Inc.; Capitola (CA); On-site; USD 72,000 - 75,000; Full time

Job summary

H&R Block, Inc. seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistently high‑quality client experience and strong operational execution.

You will coach Tax Professionals and Client Service Professionals, align priorities across offices, and drive performance, staffing, facilities, and compliance to meet client outcomes and business goals.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in a multi‑unit retail/service/operations environment with accountability for performance.
• 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 while managing day‑to‑day operations across multiple locations.
• Experience leading through change and adoption of new processes.
• Ability to exercise independent judgment and prioritize across locations.
• Experience managing facilities, staffing, or compliance.
• Strong communication and problem‑solving skills, including handling client escalations.
• Ability to interpret data, identify trends, and translate insights into action.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices, ensuring standards are followed.
• Evaluate execution quality and client impact across locations and drive improvements.
• Lead adoption of new client experience processes, tools, and behaviors.
• Coach Tax Professionals and Client Service Professionals to strengthen performance.
• Provide coaching based on observed behaviors, performance outcomes, and feedback.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and take actions to improve results and client acquisition.

Skills

Leadership & coaching

Client‑centric mindset

Strategic thinking

Data interpretation

Operational oversight

Staffing & facilities coordination

Communication

Travel readiness

Change management

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistently high‑quality client experience and strong operational execution.

You will coach Tax Professionals and Client Service Professionals, align priorities across offices, and drive performance, staffing, facilities, and compliance to meet client outcomes and business goals.