Area Experience Leader: Multi-Office Client Experience

H&R Block, Inc.; Hiram (GA); On-site; USD 90,000 - 130,000; 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 through strong leadership, coaching, and disciplined execution.

You will develop Tax Professionals and Client Service Professionals, drive revenue and operations, staff readiness, and travel frequently to maintain in‑person presence across locations.

Qualifications

• Bachelor’s degree in a related field 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.
• 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 travel frequently in‑day, with minimal overnight travel, between assigned offices to maintain consistent in‑person presence across multiple office locations.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices with discipline and consistency.
• Evaluate execution quality and client impact across locations to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors with client‑centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching for performance.
• Provide coaching informed by observed behaviours, client interactions, and performance outcomes to strengthen teams.
• Identify patterns across offices and develop bench strength and high‑potential talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve results and client acquisition/retention.
• Ensure daily operations across offices including staffing, scheduling, and compliance.
• Oversee office readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal prep.

Skills

Client-centric mindset

Leadership

Coaching teams

Strategic oversight

Data interpretation

Travel readiness

Problem solving

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 through strong leadership, coaching, and disciplined execution.

You will develop Tax Professionals and Client Service Professionals, drive revenue and operations, staff readiness, and travel frequently to maintain in‑person presence across locations.