Area Experience Leader: Multi-Office Growth & Service

H&R Block; Dover (DE); On-site; USD 90,000 - 120,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4-6 offices, ensuring a consistent, high-quality client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, drive performance, and align staffing, facilities, and compliance to deliver strong business results.

You’ll balance strategic oversight with hands-on leadership, travel frequently to maintain in-person presence, and use data to identify trends, address gaps, and elevate

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years work experience 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, including labor management.
• Experience leading through change, including adoption of new processes and ways of working.
• Ability to travel frequently between offices to maintain consistent in-person presence.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 assigned offices, ensuring standards are executed with discipline and consistency
• 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 mindset

Communication skills

Problem-solving

Data interpretation

Multi-location operations

Coaching & development

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4-6 offices, ensuring a consistent, high-quality client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, drive performance, and align staffing, facilities, and compliance to deliver strong business results.

You’ll balance strategic oversight with hands-on leadership, travel frequently to maintain in-person presence, and use data to identify trends, address gaps, and elevate