Area Experience Leader: Lead 4-6 Offices

H&R Block; West Deptford Township (NJ); On-site; USD 59,000 - 74,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations. You’ll set expectations for consultative service, execution, team performance, and business results while balancing strategic oversight with hands‑on leadership.

You’ll coach Tax Professionals and Client Service Professionals, while building bench strength, managing staffing, facilities, and day‑to‑day

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.

Responsibilities

• Own consistent delivery of the consultative 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 with client‑centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching for consistent performance.
• Provide coaching informed by observed behaviors, outcomes, and feedback to strengthen teams.
• Identify patterns across offices and develop bench strength and high‑potential talent.
• Own revenue, growth, and operational performance across assigned offices.
• Monitor performance metrics, trends, and implement actions to improve business results and client retention.
• Oversee daily operations including staffing, scheduling, labor management, compliance, SOPs, and service delivery.
• Own workforce readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal preparation.

Skills

Team Leadership

Client-centric Mindset

Operational Management

Change Leadership

Staff Development

Communication

Data Interpretation

Travel Readiness

Education

Bachelor's degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations. You’ll set expectations for consultative service, execution, team performance, and business results while balancing strategic oversight with hands‑on leadership.

You’ll coach Tax Professionals and Client Service Professionals, while building bench strength, managing staffing, facilities, and day‑to‑day