Area Experience Leader — Multi-Office Operations

H&R Block; Irving (TX); On-site; USD 90,000 - 140,000; Full time

Job summary

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to supervise 4–6 offices, ensuring a consistent, high-quality client experience across locations. You’ll set expectations for consultative service, operational execution, and business results while remaining hands-on in daily office readiness.

You’ll coach Tax Professionals and Client Service Professionals, drive staff development, manage staffing, facilities, compliance, and scheduling, and travel frequently to preserve in-person

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in a multi-unit retail, service, or operations environment.
• Strong client-centric mindset with consultative client experience.
• Proven leadership 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, including adoption of new processes and ways of working.
• Ability to exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing or partnering in operational areas such as facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations and complex issues.
• Ability to interpret data, identify trends, and translate insights into action.

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

Education

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

Strong client-centric mindset

Strong leadership capability

Experience driving business and financial results across multiple locations

Experience leading through change

Independent judgment and prioritization across locations

Experience with facilities, staffing, or compliance

Strong communication and problem-solving skills

Data interpretation and trend analysis

Job description

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to supervise 4–6 offices, ensuring a consistent, high-quality client experience across locations. You’ll set expectations for consultative service, operational execution, and business results while remaining hands-on in daily office readiness.

You’ll coach Tax Professionals and Client Service Professionals, drive staff development, manage staffing, facilities, compliance, and scheduling, and travel frequently to preserve in-person