Area Experience Leader: Multi-Office Operations

H&R Block, Inc.; Klamath Falls (OR); On-site; USD 110,000 - 140,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and ensure a consistently excellent client experience across locations.

You will set expectations for consultative service, drive operational execution, and coach Tax Professionals and Client Service Professionals to deliver results. You will balance strategic oversight with hands-on leadership, manage staffing, facilities, compliance, and daily operations, and travel between offices to

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years 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.

Responsibilities

• Own consistent delivery of the client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations, using insights to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors while demonstrating client-centric leadership.
• 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-focused

Team development

Operational management

Data analysis

Education

Bachelor’s degree or equivalent

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and ensure a consistently excellent client experience across locations.

You will set expectations for consultative service, drive operational execution, and coach Tax Professionals and Client Service Professionals to deliver results. You will balance strategic oversight with hands-on leadership, manage staffing, facilities, compliance, and daily operations, and travel between offices to