Area Experience Leader: Multi-Office Operations

H&R Block, Inc.; Spanish Fork (UT); On-site; USD 70,000 - 100,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4–6 offices, ensuring a consistent, high‑quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, align staffing and operations, and drive revenue and client outcomes with disciplined execution.

You’ll balance strategic oversight with hands‑on leadership, travel between offices, and a focus on continuous improvement in service delivery and performance metrics.

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.
• 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.
• Ability to travel frequently between offices to maintain presence across locations.
• Ability to work a schedule that aligns with operational hours across locations.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices.
• Evaluate execution quality and client impact across locations and drive improvements.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching for performance.
• Provide coaching informed by observed behaviors, outcomes, and feedback to strengthen team execution.
• Identify patterns across offices and build bench strength and high-potential talent.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics and implement actions to improve business results, client acquisition, and retention.
• Ensure daily operations across offices including staffing, scheduling, labor management, compliance, SOPs, and service delivery.
• Oversee office readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal preparation.

Skills

Leadership

Multi-unit leadership

Client experience

People development

Operational excellence

Data interpretation

Education

Bachelor's degree

Job description

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4–6 offices, ensuring a consistent, high‑quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, align staffing and operations, and drive revenue and client outcomes with disciplined execution.

You’ll balance strategic oversight with hands‑on leadership, travel between offices, and a focus on continuous improvement in service delivery and performance metrics.