Area Experience Leader - Multi-Office Growth Lead

H&R Block; Puyallup (WA); On-site; USD 80,000 - 85,000; Full time

Job summary

H&R Block, a national leader in tax services, seeks a Multi-Office Leader to oversee 4–6 retail offices and deliver a consistent, high‑quality client experience. You’ll coach Tax Professionals and Client Service Professionals, align priorities, and drive business results with strong in‑office presence across locations.

You’ll own office readiness, staffing, compliance, and day‑to‑day operations while developing bench strength and ensuring excellent client outcomes for every visit.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years 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.
• Experience leading through change and adoption of new processes and ways of working.
• Ability to exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing facilities, staffing, or compliance.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices with disciplined execution.
• Evaluate execution quality and client impact across locations to reinforce strengths and close gaps.
• Drive adoption of new client experience processes, tools, and behaviors with client‑centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching for performance.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes.
• Identify patterns across offices, address performance gaps, and develop bench strength.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics, identify trends, and drive improvements in client acquisition and retention.
• Ensure daily operations including staffing, scheduling, labor management, compliance, SOPs, and service delivery.
• Own office readiness, facilities, equipment, supplies, recruiting, onboarding, and seasonal preparation.

Skills

leadership

coaching

client-centric

communication

problem-solving

data interpretation

travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, a national leader in tax services, seeks a Multi-Office Leader to oversee 4–6 retail offices and deliver a consistent, high‑quality client experience. You’ll coach Tax Professionals and Client Service Professionals, align priorities, and drive business results with strong in‑office presence across locations.

You’ll own office readiness, staffing, compliance, and day‑to‑day operations while developing bench strength and ensuring excellent client outcomes for every visit.