Area Experience Leader: Multi-Office Coach & Ops Lead

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

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and ensure a consistent, high-quality client experience across locations.

You will set expectations for service, execution, and business performance while coaching Tax Professionals and Client Service Professionals. You’ll balance strategic oversight with hands-on leadership, ensuring staffing, facilities, compliance, and day-to-day operations align with client needs and company goals.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in multi-unit environments with accountability for outcomes.
• Strong client-centric mindset with consultative experience.
• Proven leadership to coach, develop, and hold teams accountable.
• Experience driving business and financial results across multiple locations, including labor management.
• Experience leading through change and adopting new processes.
• Ability to exercise independent judgment and prioritize across locations.
• Experience with facilities, staffing, or compliance operations.
• Strong communication and problem-solving skills for client escalations.
• Ability to interpret data, identify trends, and translate insights into action.
• Willingness to travel frequently to multiple offices.

Responsibilities

• Own consistent delivery of the client experience across 4–6 offices with disciplined execution.
• Evaluate execution quality and client impact across locations and drive improvements.
• Lead adoption of new client experience processes, tools, and behaviors.
• Coach Tax Professionals and Client Service Professionals to consistent performance.
• Provide coaching based on observed behaviors and real-time feedback to strengthen teams.
• Identify patterns across offices and develop bench strength for high-potential talent.
• Own revenue, growth, and business outcomes across offices.
• Monitor performance metrics and implement actions to improve results and client retention.
• Ensure daily operations, staffing, scheduling, compliance, SOPs, and service delivery.
• Lead office readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal prep.

Skills

Leadership

Coaching teams

Client-centric mindset

Performance management

Operational execution

Change management

Independent judgment

Facilities oversight

Labor management

Cross-location coordination

Communication

Problem solving

Travel readiness

Schedule flexibility

Education

Bachelor’s degree

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and ensure a consistent, high-quality client experience across locations.

You will set expectations for service, execution, and business performance while coaching Tax Professionals and Client Service Professionals. You’ll balance strategic oversight with hands-on leadership, ensuring staffing, facilities, compliance, and day-to-day operations align with client needs and company goals.