Area Experience Leader: Lead 4–6 Offices to Client Excellence

H&R Block, Inc.; Millsboro (DE); On-site; USD 90,000 - 120,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4–6 retail offices, driving a consistent, high‑quality client experience while coaching Tax Professionals and Client Service Professionals.

You’ll balance strategic oversight with hands‑on leadership, ensuring staffing, facilities, and compliance support daily operations and seasonal demand across locations. Responsibilities include setting expectations, driving revenue and performance, and using data to identify trends and

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
• 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 travel frequently in‑day, with minimal overnight travel, between assigned offices
• Ability to work a schedule that aligns with operational hours across locations

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices, ensuring standards are executed with discipline and consistency
• Evaluate execution quality and client impact across locations, using insights to reinforce strengths and address gaps
• Drive adoption of new client experience processes, tools, and behaviors while demonstrating client‑centric leadership
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching to performance
• Provide coaching informed by observed behaviors, outcomes, and real‑time feedback to strengthen team execution
• Identify patterns across offices, address performance gaps, and develop bench strength and high‑potential talent
• Own revenue, growth, operational performance, and business outcomes across assigned offices
• Monitor performance metrics, identify trends, and implement actions to improve results, client acquisition, and retention
• Ensure consistent execution of daily operations across offices, including staffing, scheduling, labor management, compliance, SOPs
• Own office readiness, including facilities, equipment, supplies, recruiting, onboarding, and seasonal preparedness

Skills

Leadership

Client-centric mindset

Coaching

Education

Bachelor’s degree or equivalent

Job description

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4–6 retail offices, driving a consistent, high‑quality client experience while coaching Tax Professionals and Client Service Professionals.

You’ll balance strategic oversight with hands‑on leadership, ensuring staffing, facilities, and compliance support daily operations and seasonal demand across locations. Responsibilities include setting expectations, driving revenue and performance, and using data to identify trends and