Area Experience Leader: Multi-Office Growth

H&R Block; Hays (KS); On-site; USD 90,000 - 130,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience. You will set expectations for consultative service, operational execution, and team performance across locations.

You’ll coach Tax Professionals and Client Service Professionals, balancing strategic oversight with hands-on leadership to drive revenue and client outcomes while maintaining office readiness and strong execution.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in a multi-unit retail, service, or operations environment.
• Strong client-centric mindset with experience delivering consultative client experience.
• Strong leadership capability with ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results 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 locations.
• Experience managing facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations.
• Ability to interpret data, identify trends, and translate insights into action.

Responsibilities

• Own consistent delivery of the 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.
• Lead Tax Professionals and Client Service Professionals, coaching to consistent performance.
• Provide coaching based on observed behaviors, performance outcomes, and real-time feedback.
• Identify patterns across offices and develop bench strength and talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and act to improve business results and client acquisition/retention.
• Ensure daily operations, staffing, scheduling, labor, compliance, and SOPs across offices.
• Oversee office readiness including facilities, equipment, supplies, and onboarding for seasonal demand.

Skills

Leadership

Client-centric

Data analysis

Communication

Problem solving

Change management

Travel readiness

Operations management

Education

Bachelor’s degree

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience. You will set expectations for consultative service, operational execution, and team performance across locations.

You’ll coach Tax Professionals and Client Service Professionals, balancing strategic oversight with hands-on leadership to drive revenue and client outcomes while maintaining office readiness and strong execution.