Area Experience Leader: Multi-Office Client Excellence

H&R Block; Ontario (OR); On-site; USD 95,000 - 125,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations by setting clear expectations for consultative service, operations, and performance.

In this hands‑on role you’ll coach Tax Professionals and Client Service Professionals, manage staffing and facilities, monitor metrics, and travel between offices to maintain in‑person leadership and readiness for seasonal demand.

Qualifications

• Bachelor’s degree 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.
• Proven ability to drive business and financial results while managing day-to-day operations across multiple locations.
• Ability to travel frequently between offices to maintain in-person presence.

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

Leadership

Client-centric

Coaching

Strategic oversight

Travel between offices

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations by setting clear expectations for consultative service, operations, and performance.

In this hands‑on role you’ll coach Tax Professionals and Client Service Professionals, manage staffing and facilities, monitor metrics, and travel between offices to maintain in‑person leadership and readiness for seasonal demand.