Area Experience Leader: Multi-Office Growth & Client Experience

H&R Block, Inc.; Irvington (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 4–6 retail offices, ensuring a consistent, high‑quality client experience.

You will set expectations for consultative service, operational execution, team performance, and business results while remaining hands‑on in each office. You will coach Tax Professionals and Client Service Professionals, drive office readiness, staffing, compliance, and day‑to‑day operations.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in a multi-unit retail, service, or operations environment.
• Strong client‑centric mindset with consultative client experience.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results across locations.
• Willingness to travel frequently between offices.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• 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.
• Own office and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding, and preparation for seasonal demand.

Skills

Leadership

Client-centric

People coaching

Multi-site operations

Data interpretation

Education

Bachelor’s degree

Job description

H&R Block, Inc. 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, team performance, and business results while remaining hands‑on in each office. You will coach Tax Professionals and Client Service Professionals, drive office readiness, staffing, compliance, and day‑to‑day operations.