Area Experience Leader: Elevate Service Across 4–6 Offices

H&R Block, Inc.; Pikeville (KY); On-site; USD 95,000 - 130,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience and strong operational execution. You will coach Tax Professionals and Client Service Professionals, align priorities, and drive revenue and client outcomes across locations.

As a hands‑on leader, you’ll balance strategic oversight with in‑office presence, monitor performance, and develop bench strength to sustain growth and service excellence across all offices.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in a multi‑unit retail/service/ops environment with performance accountability.
• Strong client‑centric mindset with experience delivering consultative client experience.
• Proven leadership capable of coaching, developing, and holding teams accountable.
• Experience driving business and financial results while managing day‑to‑day operations across multiple locations, including labor management.
• Experience leading through change and adoption of new processes.
• Ability to exercise independent judgment and prioritize competing demands across offices.
• Experience managing facilities, staffing, or compliance within operational contexts.
• Strong communication and problem‑solving skills, including handling client escalations.
• Ability to interpret data, identify trends, and translate insights into action.
• Physical ability to climb ladders and lift up to 20 pounds for office readiness tasks.
• Willingness to travel frequently in‑day across assigned offices to maintain in‑person presence.
• Availability to work a schedule aligned with office hours, including evenings, weekends, and Saturdays.

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 with visible client-centric leadership in the office.
• Lead Tax Professionals and Client Service Professionals by setting expectations, reinforcing accountability, and coaching for performance.
• Provide coaching informed by observed behaviors and real-time feedback to strengthen team execution.
• Identify patterns across offices, address performance gaps, and develop bench strength and talent.
• Own revenue, growth, and overall business outcomes across assigned offices.
• Monitor performance metrics, identify trends, and implement actions to improve results, client acquisition and retention.
• Ensure daily operations across offices: staffing, scheduling, labor, compliance, SOPs, and service delivery.
• Own office/workforce readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal preparation.

Skills

Leadership

Client-centric mindset

Coaching

Change management

Data interpretation

Communication

Problem-solving

Scheduling

Travel readiness

Education

Bachelor's degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience and strong operational execution. You will coach Tax Professionals and Client Service Professionals, align priorities, and drive revenue and client outcomes across locations.

As a hands‑on leader, you’ll balance strategic oversight with in‑office presence, monitor performance, and develop bench strength to sustain growth and service excellence across all offices.