Area Experience Leader: Multi-Office Growth & Service

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

Job summary

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices and ensure a consistently excellent client experience while guiding operational execution. You will coach Tax Professionals and Client Service Professionals, set clear expectations, monitor performance, and drive staffing, facilities, and process improvements to deliver strong client outcomes and business results.

This hands-on leader travels frequently between offices, demonstrates client-centric leadership, and balances

Qualifications

• Bachelor’s degree or equivalent experience required.
• 3+ years leading teams in multi-unit retail, service, or operations.
• Strong client-centric mindset with 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 at multiple locations.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead teams by setting expectations, reinforcing accountability, and coaching performance.
• Provide coaching informed by observed behaviours and outcomes to strengthen team execution.
• Identify patterns, address gaps, and develop bench strength across offices.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics and implement actions to improve results, acquisition, and retention.
• Ensure daily operations, staffing, scheduling, and compliance across offices.
• Own office readiness, facilities, equipment, and onboarding for seasonal demand.

Skills

Leadership

Client-centric

Coaching & development

Operations management

Data interpretation

Communication

Problem solving

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices and ensure a consistently excellent client experience while guiding operational execution. You will coach Tax Professionals and Client Service Professionals, set clear expectations, monitor performance, and drive staffing, facilities, and process improvements to deliver strong client outcomes and business results.

This hands-on leader travels frequently between offices, demonstrates client-centric leadership, and balances