Area Experience Leader: Lead 4–6 Offices

H&R Block, Inc.; Miami (FL); On-site; USD 90,000 - 140,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices, delivering a consistent consultative client experience. You will coach Tax Professionals and Client Service Professionals, drive operational excellence, and align priorities to improve client outcomes and business results.

You will own office readiness, staffing, and day-to-day operations, travel between locations, and lead high-performing teams to ensure excellence across all offices.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years leading teams in a multi-unit retail, service, or operations environment with accountability for performance.
• Strong client-centric mindset with experience delivering consultative client experience.
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results while managing day-to-day operations across multiple locations.
• Ability to adapt to change and implement new processes across locations.
• Ability to prioritize across multiple locations with independent judgment.
• Experience with facilities, staffing, and compliance in operations.
• Strong communication and problem-solving skills for client escalations and complex issues.
• Ability to interpret data, identify trends, and translate insights into action.

Responsibilities

• Own consistent delivery of the client experience across 4-6 offices with disciplined execution.
• Evaluate execution quality and client impact across locations to reinforce strengths and close gaps.
• 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, outcomes, and real-time feedback.
• Identify patterns across offices and develop bench strength and high-potential talent.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics, identify trends, and implement actions to improve business results.
• Ensure daily operations across offices including staffing, scheduling, and compliance.
• Oversee office readiness, including facilities, equipment, and onboarding for seasonal demand.

Skills

Leadership

Client-centric

Operations management

Staffing & scheduling

Change management

Data interpretation

Communication

Travel readiness

Problem solving

Coaching

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, delivering a consistent consultative client experience. You will coach Tax Professionals and Client Service Professionals, drive operational excellence, and align priorities to improve client outcomes and business results.

You will own office readiness, staffing, and day-to-day operations, travel between locations, and lead high-performing teams to ensure excellence across all offices.