Area Experience Leader: Multi-Office Coach

H&R Block, Inc.; Bismarck (ND); On-site; USD 90,000 - 120,000; Full time

Job summary

H&R Block, Inc. seeks a Multi-Office Leader to oversee 4–6 offices and deliver a consistent, high‑quality client experience across locations.

You’ll set expectations for consultative service, operational execution, team performance, and business results. You’ll lead and develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, deliver expert guidance, and create a welcoming, confident experience in every office.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years work experience leading teams in a multi-unit 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.
• Experience managing day-to-day operations across multiple locations, including labor management.
• Experience leading through change and adoption of new processes.
• Ability to interpret data, identify trends, and translate insights into action.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned 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 with client-centric leadership in the office.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching to consistent performance.
• Provide coaching informed by observed behaviors, performance outcomes, and real-time feedback to strengthen team execution.
• Identify patterns across offices, address performance gaps, and develop high-potential talent.
• Own revenue, growth, and business outcomes across assigned offices.
• Monitor performance metrics and implement actions to improve results and client acquisition/retention.
• Ensure daily operations across offices, including staffing, scheduling, labor management, compliance, SOPs, and service delivery.

Skills

Leadership

Client-centric

Coaching

Communication

Multi-unit management

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. seeks a Multi-Office Leader to oversee 4–6 offices and deliver a consistent, high‑quality client experience across locations.

You’ll set expectations for consultative service, operational execution, team performance, and business results. You’ll lead and develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, deliver expert guidance, and create a welcoming, confident experience in every office.