Area Experience Leader — Multi-Office Growth

H&R Block; Waynesville (NC); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Career growth opportunities

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 across locations.

You'll coach Tax Professionals and Client Service Professionals, balance strategic leadership with hands-on presence, and drive staffing, facilities, compliance, and day-to-day operations to deliver exceptional client outcomes and business results.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in a multi-unit environment with accountability for performance outcomes.
• Strong client-centric mindset with consultative client experience.
• Proven ability to coach, develop, and hold teams accountable.
• Experience delivering business and financial results across multiple locations.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices, ensuring standards are executed with discipline and consistency.
• Evaluate execution quality and client impact across locations, using insights to reinforce strengths, address gaps, and continuously improve the experience.
• Drive adoption of new client experience processes, tools, and behaviors while visibly demonstrating client-centric leadership in the office.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations, reinforcing accountability, and coaching to consistent performance.
• Provide coaching informed by observed behaviors, client interactions, performance outcomes, and real-time feedback to strengthen team execution.
• Identify patterns across offices, proactively address performance gaps, and develop bench strength and high-potential talent.
• Own revenue, growth, operational performance, and business outcomes across assigned offices.
• Monitor performance metrics, identify trends, and implement actions to improve business results, client acquisition, and retention.
• Ensure consistent execution of daily operations across offices, including staffing, scheduling, labor management, compliance, SOPs, and service delivery.

Skills

Team leadership

Client experience

Operations management

Data interpretation

Communication

Adaptability

Education

Bachelor's degree or equivalent

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 across locations.

You'll coach Tax Professionals and Client Service Professionals, balance strategic leadership with hands-on presence, and drive staffing, facilities, compliance, and day-to-day operations to deliver exceptional client outcomes and business results.