Area Experience Leader - Lead 4-6 Offices & Teams

H&R Block, Inc.; Richmond (VA); On-site; USD 54,000 - 64,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and ensure a consistent, high-quality client experience across locations.

You’ll set expectations for consultative service, operations, and team performance while maintaining an in‑office presence. You'll coach Tax Professionals and Client Service Professionals, drive revenue and operational results, and safeguard office readiness from staffing to compliant day‑to‑day operations.

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 climb ladders and lift, carry, and move boxes, supplies, equipment and other materials weighing up to 20 pounds in support of office readiness, setup, maintenance, and operational activities, with or without reasonable accommodation.
• Ability to travel frequently in-day, with minimal overnight travel, between assigned offices to maintain consistent in-person presence across multiple office locations.
• Ability to work a schedule that aligns with operational hours across assigned locations, including evenings, weekends, and Saturdays as needed to meet business demands.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices with disciplined standards
• Evaluate execution quality and client impact across locations using insights to 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 performance
• Provide coaching based on observed behaviors, feedback, and outcomes to strengthen teams
• Identify patterns across offices and develop bench strength for top talent
• Own revenue, growth, and operational results across offices
• Monitor metrics, identify trends, and act to improve results, acquisition, and retention
• Ensure daily operations across offices: staffing, scheduling, compliance, SOPs, service
• Own office readiness: facilities, equipment, supplies, recruiting, onboarding, seasonal prep

Skills

Team leadership

Client-centric mindset

Coaching & development

Operations management

Change management

Decision making

Facilities management

Communication

Problem solving

Data interpretation

Physical stamina

Travel readiness

Flexible scheduling

Education

Bachelor’s degree in related field or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and ensure a consistent, high-quality client experience across locations.

You’ll set expectations for consultative service, operations, and team performance while maintaining an in‑office presence. You'll coach Tax Professionals and Client Service Professionals, drive revenue and operational results, and safeguard office readiness from staffing to compliant day‑to‑day operations.