Area Experience Leader: Drive Multi-Office Excellence

H&R Block, Inc.; Collierville (TN); On-site; USD 90,000 - 130,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience. You will set expectations, coach teams, manage staffing, facilities, and day‑to‑day operations to deliver strong business results across locations.

You will lead Tax Professionals and Client Service Professionals, travel between offices, and align priorities to drive growth and client satisfaction.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years work experience leading teams in a multi‑unit 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 up to 20 pounds in support of office readiness and operations.
• Ability to travel frequently in‑day, with minimal overnight travel, between offices.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices, ensuring standards are met with discipline.
• Evaluate execution quality and client impact across locations to reinforce strengths and close gaps.
• Drive adoption of new client experience processes, tools, and behaviors in the office setting.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching for performance.
• Provide coaching informed by observed behaviors and performance metrics to strengthen team execution.
• Identify patterns across offices, address performance gaps, and develop bench strength.
• Own revenue, growth, and operational performance across assigned offices.
• Monitor performance metrics, identify trends, and implement actions to improve business results.

Skills

Lead teams

Coaching

Client-centric mindset

Strategic leadership

Data interpretation

Labor management

Travel readiness

Communication

Problem solving

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience. You will set expectations, coach teams, manage staffing, facilities, and day‑to‑day operations to deliver strong business results across locations.

You will lead Tax Professionals and Client Service Professionals, travel between offices, and align priorities to drive growth and client satisfaction.