Area Experience Leader — Multi-Office Growth

H&R Block; Lancaster (CA); On-site; USD 72,000 - 77,000; Full time

Benefits offered by this job

Medical coverage

401(k) plan

Employee Assistance Program

Fitness center access

Associates discount

Job summary

H&R Block 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 across locations. You’ll set clear expectations for consultative service, operations, and business results while coaching Tax Professionals and Client Service Professionals to deliver excellence.

You’ll balance strategic oversight with in-office presence, own office readiness, staffing, compliance, and day-to-day operations, and

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years work experience 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.
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable.
• Demonstrated ability to drive business and financial results while managing day-to-day operations across multiple locations, including labor management.
• Experience leading through change, including adoption of new processes and ways of working.
• Ability to exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing or partnering in operational areas such as facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations and complex issues.
• Ability to interpret data, identify trends, and translate insights into action.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• 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 by setting expectations and coaching for performance.
• Provide coaching informed by observed behaviors and results to strengthen team execution.
• Identify patterns across offices and develop bench strength and talent.

Skills

Team leadership

Client focus

Operational leadership

Data interpretation

Communication

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block 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 across locations. You’ll set clear expectations for consultative service, operations, and business results while coaching Tax Professionals and Client Service Professionals to deliver excellence.

You’ll balance strategic oversight with in-office presence, own office readiness, staffing, compliance, and day-to-day operations, and