Area Experience Leader: Multi-Office Excellence

H&R Block, Inc.; Journal Square (NJ); On-site; USD 65,000 - 77,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience.

You will coach Tax Professionals and Client Service Professionals, align priorities, and drive business results across locations. You will own office readiness, staffing, facilities, and day‑to‑day operations while traveling frequently to maintain in-person presence.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 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.
• Proven leadership capability to coach, develop, and hold teams accountable.
• Experience driving business and financial results while managing day-to-day operations across multiple locations, including labor management.
• Experience leading through change and adoption of new processes.
• Ability to exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing facilities, staffing, or compliance within operational areas.
• Strong communication and problem-solving skills, including handling client escalations and complex issues.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices with disciplined execution.
• Evaluate execution quality and client impact across locations to reinforce strengths and address gaps.
• 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 observed behaviors and performance outcomes to strengthen team execution.
• Identify patterns across offices, address performance gaps, and develop bench strength and high-potentials.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve business results, client acquisition, and retention.
• Ensure daily operations including staffing, scheduling, labor management, compliance, SOPs, and service delivery.
• Oversee office readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal preparation.

Skills

Leadership

Coaching

Client-centric

Multi-unit leadership

Operations management

Communication

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience.

You will coach Tax Professionals and Client Service Professionals, align priorities, and drive business results across locations. You will own office readiness, staffing, facilities, and day‑to‑day operations while traveling frequently to maintain in-person presence.