Area Experience Leader: Multi-Office Operations

H&R Block, Inc.; Stow (OH); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

401(k) plan

Job summary

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

You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with in‑office presence, and drive revenue and operational performance across locations. The role requires building high‑performing teams, ensuring office readiness, and guiding staff through changes while maintaining client‑centric service and

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.
• Ability to travel frequently between assigned offices to maintain in-person presence across locations.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices with disciplined, consistent standards.
• Evaluate execution quality and client impact across locations to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors with visible client‑centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching for consistent performance.
• Provide coaching informed by observed behaviors and outcomes to strengthen team execution.
• Identify patterns across offices and develop bench strength and high‑potential talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve business results and client retention.
• Ensure daily operations across offices, including staffing, scheduling, compliance, and SOPs.
• Prepare for seasonal demand by staffing and office readiness across locations.

Skills

People leadership

Customer experience

Strategic planning

Operational excellence

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 deliver a consistently excellent client experience.

You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with in‑office presence, and drive revenue and operational performance across locations. The role requires building high‑performing teams, ensuring office readiness, and guiding staff through changes while maintaining client‑centric service and