Area Experience Leader: Elevate 4–6 Offices

H&R Block, Inc.; Richmond (IN); On-site; USD 95,000 - 140,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You’ll set expectations for consultative service, operations, team performance, and business results.

You’ll coach Tax Professionals and Client Service Professionals, lead staffing, facilities, and compliance, and travel between offices to maintain in-person leadership and operational readiness.

Qualifications

• Bachelor's degree 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.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations and improve the experience.
• Drive adoption of new client experience processes, tools, and behaviors across offices.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching for performance.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes to strengthen team execution.
• Identify patterns across offices and develop bench strength and high-potential talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve business results, client acquisition, and retention.
• Ensure daily operations across offices including staffing, scheduling, labor management, compliance, and SOPs.
• Own workforce readiness and facilities, equipment, supplies, recruiting, onboarding, and seasonal preparation.

Skills

Leadership

Client-centric mindset

Coaching

Data interpretation

Communication

Problem-solving

Travel

Schedule flexibility

Multi-location operations

Labor management

Education

Bachelor's degree

Job description

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You’ll set expectations for consultative service, operations, team performance, and business results.

You’ll coach Tax Professionals and Client Service Professionals, lead staffing, facilities, and compliance, and travel between offices to maintain in-person leadership and operational readiness.