Area Experience Leader — Multi-Office

H&R Block, Inc.; City of Middletown (NY); On-site; USD 62,000 - 70,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, aligning consultative client experiences with operational excellence. You will coach Tax Professionals and Client Service Professionals, set expectations, and drive performance across locations.

This role balances hands-on leadership with strategic oversight, monitoring metrics, and guiding staff through changes while ensuring office readiness, staffing, and compliance.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• 3+ years 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 up to 20 pounds in support of office readiness, setup, maintenance, and operational activities.
• 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, ensuring standards are executed with discipline.
• 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 with visible client-centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching for consistency.
• Provide coaching informed by observed behaviors and performance outcomes to strengthen team execution.
• Identify patterns across offices and develop bench strength and high-potential talent.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics and implement actions to improve results, acquisition, and retention.
• Ensure daily operations across offices including staffing, scheduling, labor, compliance, and SOPs.
• Own office readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal prep.

Skills

Leadership

Client-focused

Operations management

Staff coaching

Data interpretation

Multi-location oversight

Travel readiness

Education

Bachelor's degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, aligning consultative client experiences with operational excellence. You will coach Tax Professionals and Client Service Professionals, set expectations, and drive performance across locations.

This role balances hands-on leadership with strategic oversight, monitoring metrics, and guiding staff through changes while ensuring office readiness, staffing, and compliance.