Area Experience Leader: Multi-Office Growth & Ops

H&R Block, Inc.; Alpena (MI); On-site; USD 85,000 - 110,000; Full time

Job summary

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

You’ll set expectations for consultative service, operational execution, team performance, and business results. As a hands‑on leader, you’ll coach Tax Professionals and Client Service Professionals, drive staffing and facilities readiness, monitor metrics, and ensure office readiness for seasonal demand.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in a multi-unit retail/service/operations environment.
• Strong client-centric mindset with consultative client experience.
• Strong leadership with ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results across multiple locations, including labor management.
• Ability to travel frequently between offices to maintain in-person presence.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations to identify gaps and improve.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals, setting expectations and coaching performance.
• Provide coaching informed by observed behaviors, performance outcomes, and feedback.
• Monitor performance metrics and trends to improve business results, client acquisition, and retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Own office and workforce readiness, including facilities, equipment, and startup readiness for seasonal demand.

Skills

Team leadership

Client-centric mindset

Coaching

Communication

Education

Bachelor's degree or equivalent experience

Job description

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

You’ll set expectations for consultative service, operational execution, team performance, and business results. As a hands‑on leader, you’ll coach Tax Professionals and Client Service Professionals, drive staffing and facilities readiness, monitor metrics, and ensure office readiness for seasonal demand.