Area Experience Leader: Multi-Office Client Experience

H&R Block, Inc.; Salisbury (MD); On-site; USD 54,000 - 64,000; 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 and operational excellence.

You will coach Tax Professionals and Client Service Professionals, set clear expectations, monitor performance, and align priorities to improve client outcomes and drive business results.

This onsite leadership role involves staffing, facilities oversight, travel between offices, and building high‑performing teams to meet seasonal demand.

Qualifications

• BachelorFs degree or equivalent experience.
• 3+ years leading teams in a multi-unit retail/service/operations environment with accountability for outcomes.
• Strong client-centric mindset with consultative experience.
• Proven leadership to coach, develop, and hold teams accountable.
• Ability to drive business results across multiple locations including labor management.
• Experience leading through change and new processes.
• Independent judgment to prioritize across locations.
• Experience in facilities, staffing, or compliance.
• Strong communication and problem-solving for escalations and complex issues.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to climb ladders and lift up to 20 pounds as needed.
• Frequent travel across assigned offices to maintain presence; schedule may include evenings/weekends.

Responsibilities

• Own consistent delivery of the consultative client experience across 4 assigned offices with disciplined execution.
• Evaluate execution quality and client impact across locations to reinforce strengths and improve experience.
• 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 observations, feedback, and outcomes to strengthen teams.
• Identify patterns across offices, address gaps, and develop bench strength.
• Own revenue, growth, and operating performance across offices.
• Monitor metrics, identify trends, and take actions to improve results and retention.
• Ensure daily operations across offices including staffing, scheduling, compliance, and SOPs.
• Oversee office readiness, facilities, recruiting, onboarding, and seasonal preparation.

Skills

Leadership

Coaching

Client-centric

Communication

Problem-solving

Data interpretation

Travel readiness

Scheduling

Education

BachelorFs 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 and operational excellence.

You will coach Tax Professionals and Client Service Professionals, set clear expectations, monitor performance, and align priorities to improve client outcomes and drive business results.

This onsite leadership role involves staffing, facilities oversight, travel between offices, and building high‑performing teams to meet seasonal demand.