Area Experience Leader: Multi-Office Growth & Ops

H&R Block, Inc.; Charleston (WV); On-site; USD 110,000 - 150,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) who will oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations. You’ll set expectations for consultative service, operations, team performance, and business results, while maintaining visibility in the field.

You’ll coach Tax Professionals and Client Service Professionals, drive office readiness, staffing, and compliance, and translate data into action to improve client outcomes and

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years work experience leading teams in multi‑unit environments with accountability for performance outcomes.
• Strong client‑centric mindset with experience delivering consultative client experience.
• Proven leadership ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results while managing day‑to‑day operations across locations.
• Experience leading through change and adoption of new processes.

Responsibilities

• Own consistent delivery of the client experience across 4–6 offices, ensuring standards are met with discipline.
• Evaluate execution quality and client impact; use insights to reinforce strengths and address gaps.
• Lead adoption of new client experience processes, tools, and behaviors.
• Coach Tax Professionals and Client Service Professionals; set expectations and accountability.
• Provide coaching based on observed behavior, performance outcomes, and real‑time feedback.
• Identify patterns, address performance gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics and trends; take actions to improve results, client acquisition and retention.
• Oversee daily operations including staffing, scheduling, compliance, SOPs, and service delivery.
• Oversee office readiness, facilities, equipment, and onboarding for seasonal demand.

Skills

Client-centric mindset

Leadership capability

Coaching

Data interpretation

Strategic execution

Communication

Education

Bachelor’s degree or equivalent

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) who will oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations. You’ll set expectations for consultative service, operations, team performance, and business results, while maintaining visibility in the field.

You’ll coach Tax Professionals and Client Service Professionals, drive office readiness, staffing, and compliance, and translate data into action to improve client outcomes and