Area Experience Leader: Multi-Office Operations

H&R Block; Homestead (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices, ensuring a consistent, high-quality client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and drive operational excellence and business results.

In this hands-on role, you’ll balance strategic oversight with in-office presence, optimize staffing and facilities, monitor performance, and lead change to deliver exceptional client service

Qualifications

• Bachelor’s degree or equivalent experience required.
• 3+ years leading teams in a multi-unit environment with performance accountability.
• Strong client-centric mindset and consultative service delivery.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business results while managing day-to-day operations across locations.
• Experience leading through change and adopting new processes.
• Ability to prioritize across multiple locations and exercise independent judgment.
• Experience with facilities, staffing, or compliance operations.
• Excellent communication and problem-solving skills with escalation handling.
• Ability to interpret data, identify trends, and translate insights into action.
• Comfortable traveling frequently between offices.

Responsibilities

• Own consistent delivery of the client experience across 4-6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes and tools.
• Lead Tax Professionals and Client Service Professionals, coaching for performance.
• Provide coaching based on observed behavior and results.
• Identify patterns, address performance gaps, and develop bench strength.
• Oversee revenue growth, operational performance, and business outcomes.
• Monitor metrics and implement actions to improve results and retention.
• Ensure daily operations across offices, including staffing and compliance.
• Prepare offices for seasonal demand and ensure readiness.

Skills

Team leadership

Client-centric mindset

Coaching & development

Operational execution

Strategic oversight

Change management

Data interpretation

Communication skills

Problem-solving

Travel readiness

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 retail offices, ensuring a consistent, high-quality client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and drive operational excellence and business results.

In this hands-on role, you’ll balance strategic oversight with in-office presence, optimize staffing and facilities, monitor performance, and lead change to deliver exceptional client service