Area Experience Leader for 4–6 Offices

H&R Block; City of Albany (NY); On-site; USD 62,000 - 67,000; Full time

Job summary

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, delivering a consistent, high‑quality client experience across locations. You will set expectations for consultative service, operations, team performance, and business results while coaching Tax Professionals and Client Service Professionals to anticipate client needs and provide expert guidance.

As a visible, hands‑on leader, you’ll balance strategic oversight with in‑office presence, ensure office

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years leading teams in multi-unit environments with accountability for performance outcomes.
• Strong client-centric mindset with experience delivering consultative client experience.
• Proven leadership ability to coach, develop, and hold teams accountable.
• Experience managing day-to-day operations across multiple locations, including labor management.
• Experience leading through change and adoption of new processes.
• Ability to travel frequently between offices to maintain presence.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations using insights to improve the experience.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals with clear expectations and accountability.
• Provide coaching based on observed behaviors and performance outcomes to strengthen teams.
• Identify patterns across offices and develop bench strength and high-potential talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and take actions to improve business results, client acquisition and retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Oversee office readiness, including facilities, supplies, and onboarding for seasonal demand.

Skills

Leadership

Coaching

Client-centric mindset

Data interpretation

Communication

Problem-solving

Travel readiness

Education

Bachelor's degree or equivalent

Job description

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, delivering a consistent, high‑quality client experience across locations. You will set expectations for consultative service, operations, team performance, and business results while coaching Tax Professionals and Client Service Professionals to anticipate client needs and provide expert guidance.

As a visible, hands‑on leader, you’ll balance strategic oversight with in‑office presence, ensure office