Area Experience Leader for 4–6 Offices

H&R Block, Inc.; Richland (WA); On-site; USD 80,000 - 84,000; 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.

You will lead Tax Professionals and Client Service staff, coaching teams to anticipate client needs and deliver expert guidance with a welcoming, confident presence. As a visible, hands-on leader, you will balance strategic oversight with in-office presence, set expectations, and drive business results.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years work experience leading teams in a multi‑unit retail, service, or operations 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.
• Willingness to travel frequently between offices.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals with clear expectations and accountability.
• Provide coaching informed by observed behaviors and performance outcomes.
• Identify patterns across offices and develop bench strength and talent.
• Own revenue, growth, and operational outcomes across offices.
• Monitor performance metrics and drive improvements in results.

Skills

Leadership

Client‑centric mindset

Strategic thinking

Communication

People development

Education

Bachelor’s degree or equivalent experience

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.

You will lead Tax Professionals and Client Service staff, coaching teams to anticipate client needs and deliver expert guidance with a welcoming, confident presence. As a visible, hands-on leader, you will balance strategic oversight with in-office presence, set expectations, and drive business results.