Area Experience Leader: Multi‑Office Growth & Client Experience

H&R Block, Inc.; Laurel (MD); On-site; USD 62,000 - 73,000; Full time

Job summary

H&R Block, Inc. seeks a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations.

You’ll set expectations for consultative service, operational execution, and team performance while balancing strategic oversight with hands‑on leadership. You’ll coach Tax Professionals and Client Service Professionals, drive revenue and business results, and own office readiness including staffing, facilities, and compliance.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in a multi‑unit retail, service, or operations environment.
• Strong client‑centric mindset 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.
• Ability to climb ladders and lift up to 20 pounds in support of office readiness.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices.
• Evaluate execution quality and client impact across locations to reinforce strengths and improve the experience.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching performance.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes.
• Identify patterns across offices and develop bench strength and high‑potential talent.
• Own revenue, growth, and business outcomes across offices.
• Monitor performance metrics, identify trends, and improve business results and client retention.
• Ensure daily operations across offices including staffing, scheduling, labor, and compliance.
• Oversee office and workforce readiness including facilities, equipment, and onboarding.

Skills

Leadership

Client-centric mindset

Team coaching

Operations management

Change leadership

Data interpretation

Communication

Travel ability

Scheduling

Problem solving

Education

Bachelor’s degree in a related field or equivalent experience

Job description

H&R Block, Inc. seeks a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations.

You’ll set expectations for consultative service, operational execution, and team performance while balancing strategic oversight with hands‑on leadership. You’ll coach Tax Professionals and Client Service Professionals, drive revenue and business results, and own office readiness including staffing, facilities, and compliance.