Area Experience Leader (Multi‑Office)

H&R Block, Inc.; Fredericksburg (VA); On-site; USD 59,000 - 70,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience and strong operational execution. You’ll coach Tax Professionals and Client Service Professionals, drive performance, staffing, facilities, and compliance, and travel frequently to stay connected with each location.

This role blends strategic oversight with hands‑on leadership to deliver growth, client satisfaction, and business results across

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in multi‑unit retail, service, or operations.
• Strong client‑centric mindset with consultative client experience.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business results across multiple locations, including labor management.
• Experience leading through change and prioritizing across locations.
• Strong communication and problem‑solving skills.
• Willingness to travel frequently to maintain presence.

Responsibilities

• Own delivery of the consultative client experience across 4–6 offices with consistent standards.
• Evaluate execution quality and client impact, using insights to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors across locations.
• Lead Tax Professionals and Client Service Professionals, setting clear expectations and accountability.
• Provide coaching based on observed behaviors, outcomes, and real‑time feedback to strengthen teams.
• Identify patterns across offices, address performance gaps, and develop bench strength.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor metrics, trends, and take actions to improve results and client acquisition/retention.
• Ensure daily operations including staffing, scheduling, labor management, and compliance.
• Own office readiness including facilities, equipment, supplies, recruitment, onboarding, and seasonal planning.

Skills

Leadership

Coaching

Client-centric

Operations management

Data interpretation

Communication

Problem solving

Travel readiness

Schedule flexibility

Facilities & compliance

Education

Bachelor's degree or equivalent

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience and strong operational execution. You’ll coach Tax Professionals and Client Service Professionals, drive performance, staffing, facilities, and compliance, and travel frequently to stay connected with each location.

This role blends strategic oversight with hands‑on leadership to deliver growth, client satisfaction, and business results across