Area Experience Leader: Multi‑Office Client Experience

H&R Block, Inc.; Alma (MI); On-site; USD 65,000 - 90,000; Full time

Job summary

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

You will set expectations for consultative service, operations, team performance, and business results while remaining an engaged, hands-on presence. You’ll coach Tax Professionals and Client Service Professionals, align priorities, manage staffing, facilities, compliance, and day-to-day operations, and lead initiatives

Qualifications

• Bachelor’s degree or equivalent experience.
• Proven leadership experience in multi-unit retail, service, or operations environment.
• Strong client-centric mindset with consultative client experience.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 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

Operations management

Talent development

Data-driven decision making

Travel flexibility

Education

Bachelor’s degree or equivalent experience

Job description

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

You will set expectations for consultative service, operations, team performance, and business results while remaining an engaged, hands-on presence. You’ll coach Tax Professionals and Client Service Professionals, align priorities, manage staffing, facilities, compliance, and day-to-day operations, and lead initiatives