Area Experience Leader: Multi-Office Client Experience

H&R Block, Inc.; Portage (IN); On-site; USD 95,000 - 135,000; Full time

Job summary

H&R Block, Inc. seeks a Multi-Office Leader to oversee 4–6 retail offices, delivering a consistent consultative client experience and high operational standards.

You will coach Tax Professionals and Client Service Professionals, drive performance, and ensure ready-to-serve offices with staffing, facilities, and compliance across locations. You’ll balance strategic leadership with hands-on presence, travel between offices, and a focus on client outcomes and business results in a fast-paced,

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 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 climb ladders and lift, carry, and move boxes, supplies, equipment and other materials weighing up to 20 pounds in support of office readiness, setup, maintenance, and operational activities, with or without reasonable accommodation
• Ability to travel frequently in-day, with minimal overnight travel, between assigned offices to maintain consistent in-person presence across multiple office locations
• Ability to work a schedule that aligns with operational hours across assigned locations, including evenings, weekends, and Saturdays as needed to meet business demands

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices with disciplined standards.
• Evaluate execution quality and client impact across locations to reinforce strengths and close gaps.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals, setting clear expectations and accountability.
• Provide coaching based on observed behaviors, feedback, and performance data.
• Identify patterns across offices and develop bench strength and high-potential talent.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics, identify trends, and take actions to improve results and client retention.
• Ensure daily operations across offices including staffing, scheduling, and compliance.
• Own office readiness including facilities, equipment, supplies, recruiting, and onboarding for seasonal demand.

Skills

Client-centric leadership

Coaching and development

Operations leadership

Data interpretation

Communication

Education

Bachelor's degree or equivalent experience

Job description

H&R Block, Inc. seeks a Multi-Office Leader to oversee 4–6 retail offices, delivering a consistent consultative client experience and high operational standards.

You will coach Tax Professionals and Client Service Professionals, drive performance, and ensure ready-to-serve offices with staffing, facilities, and compliance across locations. You’ll balance strategic leadership with hands-on presence, travel between offices, and a focus on client outcomes and business results in a fast-paced,