Area Experience Leader: Multi-Office Client Excellence

H&R Block, Inc.; Johnson City (TN); On-site; USD 90,000 - 120,000; Full time

Job summary

H&R Block, Inc. seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 offices, delivering a consistent, high-quality client experience.

You’ll lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and uphold office readiness across locations. You will balance strategic oversight with hands-on leadership, drive business outcomes, and ensure staffing, facilities, and compliance are aligned with performance goals.

Qualifications

• Bachelor’s degree 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 travel frequently between assigned offices to maintain in-person presence.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes.
• Identify patterns across offices and develop bench strength and talent.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics and implement actions to improve results and client retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.

Skills

Leadership

Coaching

Client-centric mindset

Data interpretation

Communication

Problem-solving

Travel readiness

Education

Bachelor’s degree or equivalent

Job description

H&R Block, Inc. seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 offices, delivering a consistent, high-quality client experience.

You’ll lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and uphold office readiness across locations. You will balance strategic oversight with hands-on leadership, drive business outcomes, and ensure staffing, facilities, and compliance are aligned with performance goals.