Area Experience Leader - Multi-Office Coach & Ops Lead

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

Job summary

H&R Block, Inc. seeks an experienced Multi-Office Leader to oversee a portfolio of 4–6 retail offices, delivering a consistent, high-quality client experience across locations.

You will lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and provide expert guidance with an in-office presence. You will own office readiness, staffing, facilities, compliance, and day-to-day operations while driving revenue, growth, and performance across offices.

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 consultative client experience.
• Strong leadership capability with coaching and accountability.
• Experience driving business and financial results across multiple locations, including labor management.
• Ability to manage change and prioritize competing demands across locations.
• Experience with facilities, staffing, or compliance operational areas.
• Excellent communication and problem-solving skills; handles client escalations.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices with discipline and consistency.
• Evaluate execution quality and client impact across locations to reinforce strengths and close gaps.
• Drive adoption of new client experience processes, tools, and behaviors with client-centric leadership.
• Coach Tax Professionals and Client Service Professionals to achieve consistent performance.
• Provide coaching based on observed behavior, client interactions, and performance data to strengthen teams.
• Identify patterns across offices, address performance gaps, and develop bench strength and talent.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics, identify trends, and implement actions to improve results and client retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Oversee office readiness, facilities, equipment, supplies, and onboarding for seasonal demand.

Skills

Leadership

Coaching

Client-centric

People development

Communication

Data interpretation

Multi-location ops

Time management

Education

Bachelor's degree

Job description

H&R Block, Inc. seeks an experienced Multi-Office Leader to oversee a portfolio of 4–6 retail offices, delivering a consistent, high-quality client experience across locations.

You will lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and provide expert guidance with an in-office presence. You will own office readiness, staffing, facilities, compliance, and day-to-day operations while driving revenue, growth, and performance across offices.