Area Experience Leader: Multi-Office Client Experience Lead

H&R Block; Lawrenceville (NJ); On-site; USD 62,000 - 77,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, delivering a consistent, high-quality client experience. You will set expectations for consultative service, operations, and business results while coaching Tax Professionals and Client Service Professionals to exceed client needs.

As a hands-on leader, you’ll balance strategic oversight with in-office presence, drive office readiness, staffing, compliance, and performance across multiple locations, and own revenue and

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years 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 between assigned offices to maintain presence across locations.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices, ensuring standards are executed with discipline.
• Evaluate execution quality and client impact across locations, using insights to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors in the office.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching for performance.
• Provide coaching informed by observed behaviors and results to strengthen team execution.
• 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 business results and client retention.

Skills

Team leadership

Multi-location management

Client experience focus

Coaching

Education

Bachelor’s degree

Job description

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, delivering a consistent, high-quality client experience. You will set expectations for consultative service, operations, and business results while coaching Tax Professionals and Client Service Professionals to exceed client needs.

As a hands-on leader, you’ll balance strategic oversight with in-office presence, drive office readiness, staffing, compliance, and performance across multiple locations, and own revenue and