Area Experience Leader (Multi-Office)

H&R Block; King of Prussia (PA); On-site; USD 90,000 - 120,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader to oversee 4-6 retail offices and ensure a consistent, high-quality client experience across locations. You will set expectations for consultative service, operational execution, and team performance while driving business results.

You’ll coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and manage staffing, facilities, and compliance.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 3+ years leading teams in a multi-unit retail/service/operations environment with accountability for performance outcomes.
• Strong client-centric mindset and leadership capability.

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, address gaps, and continuously improve the experience
• Drive adoption of new client experience processes, tools, and behaviors while visibly demonstrating client-centric leadership in the office
• Lead Tax Professionals and Client Service Professionals by setting clear expectations, reinforcing accountability, and coaching to consistent performance
• Provide coaching informed by observed behaviors, client interactions, performance outcomes, and real-time feedback to strengthen team execution
• Identify patterns across offices, proactively 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 business results, client acquisition, and retention
• Ensure consistent execution of daily operations across offices, including staffing, scheduling, labor management, compliance, SOPs, and service delivery
• Own office and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding, and preparation for seasonal demand

Skills

Client-centric mindset

Leadership & coaching

Operational excellence

Change management

Education

Bachelor’s degree in related field or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader to oversee 4-6 retail offices and ensure a consistent, high-quality client experience across locations. You will set expectations for consultative service, operational execution, and team performance while driving business results.

You’ll coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and manage staffing, facilities, and compliance.