Area Experience Leader — Multi-Office Growth and Service

H&R Block, Inc.; Miami (FL); On-site; USD 85,000 - 120,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience across all locations. You’ll coach Tax Professionals and Client Service Professionals, drive operational excellence, and deliver strong business results.

You’ll balance strategic oversight with hands‑on leadership, aligning staffing, facilities, and processes to create a welcoming, confident client journey in every office.

Qualifications

• Bachelor’s degree or equivalent experience required.
• Experience leading 4–6 retail offices or multi-site teams.
• Strong client-centric leadership and service delivery track record.
• Proven ability to coach, develop, and hold teams accountable.
• Demonstrated skill in achieving business and financial results while running daily operations.

Responsibilities

• Own consistent delivery of the client experience across 4–6 offices with disciplined standards.
• Evaluate execution quality and client impact across locations and drive improvements.
• Lead adoption of new client experience processes, tools, and behaviors.
• Coach Tax Professionals and Client Service Professionals for consistent performance.
• Provide real-time feedback to strengthen team execution and bench strength.
• Identify patterns across offices and address performance gaps.
• Own revenue, growth, and operational outcomes across offices.
• Monitor metrics and drive actions to improve business results and client retention.
• Ensure daily operations, staffing, scheduling, and compliance across offices.
• Oversee office readiness, facilities, and seasonal staffing preparations.

Skills

People Leadership

Client Experience

Operations Management

Coaching & Development

Strategic Planning

Data-driven Decision Making

Communication Skills

Problem Solving

Education

Bachelor's degree or equivalent experience

Tools

MS Office

CRM Systems

POS Systems

Retail Analytics Tools

Job description

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience across all locations. You’ll coach Tax Professionals and Client Service Professionals, drive operational excellence, and deliver strong business results.

You’ll balance strategic oversight with hands‑on leadership, aligning staffing, facilities, and processes to create a welcoming, confident client journey in every office.