Area Experience Leader: Multi-Office Client Excellence

H&R Block, Inc.; Village of Williamsville (NY); On-site; USD 62,000 - 67,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4-6 retail offices, ensuring a consistent, high-quality client experience across all locations.

You will coach Tax Professionals and Client Service Professionals, set expectations, and balance strategic oversight with in-office presence to drive client outcomes and business performance. Day-to-day responsibilities include staffing, facilities, compliance, and ensuring readiness for seasonal demand, while leading teams to deliver

Qualifications

• Bachelor's degree or equivalent experience required.
• Proven leadership of multi-unit teams with accountability for performance outcomes.
• Strong client-centric mindset with consultative client experience.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead teams by setting clear expectations and coaching to performance.
• Provide coaching based on observed behaviors and outcomes.
• Identify patterns across offices and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve results.
• Ensure daily operations across offices including staffing, facilities, and compliance.
• Prepare offices and workforce for seasonal demand.

Skills

Leadership

Client-centric

Coaching

Operational leadership

Communication

Data interpretation

Travel readiness

Education

Bachelor's degree or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4-6 retail offices, ensuring a consistent, high-quality client experience across all locations.

You will coach Tax Professionals and Client Service Professionals, set expectations, and balance strategic oversight with in-office presence to drive client outcomes and business performance. Day-to-day responsibilities include staffing, facilities, compliance, and ensuring readiness for seasonal demand, while leading teams to deliver