Area Experience Leader: Elevate 4-6 Offices

H&R Block, Inc.; Salisbury (MD); On-site; USD 54,000 - 67,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices and ensure a consistently high-quality client experience across locations.

You’ll coach Tax Professionals and Client Service Professionals, drive performance, and align staffing, facilities, and operations for ready-to-serve offices. The role combines strategic oversight with hands-on leadership, focusing on client-centric service, coaching, and driving business results while maintaining

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in a multi-unit environment with accountability for performance.
• Strong client-centric mindset with experience delivering consultative client experience.
• Proven leadership to coach, develop, and hold teams accountable.
• Ability to drive business and financial results while managing day-to-day operations across locations.
• Experience leading through change and adoption of new processes.
• Ability to exercise independent judgment and prioritize demands across locations.
• Experience with facilities, staffing, or compliance management.
• Strong communication and problem-solving skills, including 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; reinforce strengths and close gaps.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching for performance.
• Provide coaching based on observed behaviors, performance outcomes, and feedback to strengthen execution.
• Identify patterns across offices and develop bench strength and talent.
• Own revenue, growth, and operational outcomes across offices.
• Monitor performance metrics and implement actions to improve business results and retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Prepare for seasonal demand with staffing, facilities, and readiness.

Skills

Leadership

Client Experience

Operations

Staff Coaching

Data-driven

Change Management

Facilities

Compliance

Communication

Travel Readiness

Education

Bachelor's degree

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices and ensure a consistently high-quality client experience across locations.

You’ll coach Tax Professionals and Client Service Professionals, drive performance, and align staffing, facilities, and operations for ready-to-serve offices. The role combines strategic oversight with hands-on leadership, focusing on client-centric service, coaching, and driving business results while maintaining