Area Experience Leader - Multi-Office Lead

H&R Block, Inc.; City of Canandaigua (NY); On-site; USD 62,000 - 67,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices, ensure a consistent, high-quality client experience, and align service delivery with business goals.

You'll develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, drive engagement, and maintain a welcoming, confident atmosphere across all locations.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years leading teams in multi-unit retail/service with outcomes accountability.
• Client-centric mindset with consultative client experience.
• Proven ability to coach, develop, and hold teams accountable.
• 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.
• Independent judgment to prioritize across multiple locations.
• Experience with facilities, staffing, or compliance.
• Strong communication and problem-solving, including handling client escalations.
• Ability to interpret data, identify trends, and translate insights into action.
• Physical ability to climb ladders and lift up to 20 pounds.
• Frequent travel in-day with minimal overnight travel.
• Ability to work a schedule aligned with hours across locations (evenings/weekends).

Responsibilities

• Own consistent delivery of consultative client experience across 4-6 offices.
• 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

Coaching

Operational oversight

Change management

Independent judgment

Data interpretation

Communication

Travel readiness

Scheduling flexibility

Physical readiness

Education

Bachelor's degree or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices, ensure a consistent, high-quality client experience, and align service delivery with business goals.

You'll develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, drive engagement, and maintain a welcoming, confident atmosphere across all locations.