Area Experience Leader: Lead 4–6 Offices

H&R Block, Inc.; Kokomo (IN); On-site; USD 90,000 - 150,000; Full time

Job summary

H&R Block, Inc. seeks a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across locations.

You’ll coach Tax Professionals and Client Service Professionals, set clear expectations, and align staffing, facilities, and operations to deliver strong business results. You will travel between offices to maintain leadership presence, drive performance, and implement new client experience processes and tools while fostering a client-centric culture

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.
• Ability to travel frequently between offices to maintain presence across multiple locations.
• Ability to work a schedule aligning with operational hours including evenings, weekends, and Saturdays.

Responsibilities

• Own consistent delivery of the 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 by setting clear expectations and coaching.
• Provide coaching informed by observed behaviors and feedback to strengthen team execution.
• Identify patterns across offices and develop bench strength and talent.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics and implement actions to improve business results, client acquisition and retention.
• Ensure consistent daily operations across offices including staffing, scheduling, and compliance.
• Oversee office and workforce readiness including facilities, equipment, supplies, and onboarding.

Skills

Leadership

Coaching

Client-centric

Data interpretation

Communication

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. seeks a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across locations.

You’ll coach Tax Professionals and Client Service Professionals, set clear expectations, and align staffing, facilities, and operations to deliver strong business results. You will travel between offices to maintain leadership presence, drive performance, and implement new client experience processes and tools while fostering a client-centric culture