Area Experience Leader: Multi-Office Operations & Coaching

H&R Block; Massillon (OH); 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 and strong operational execution. You will coach Tax Professionals and Client Service Professionals, own staffing and readiness, monitor performance, and drive revenue growth across the offices with hands-on leadership and strategic oversight.

This role requires travel between offices and flexibility to work evenings or weekends as needed to

Qualifications

• Bachelor’s degree or equivalent in a related field.
• 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.
• Demonstrated leadership to coach, develop, and hold teams accountable.
• Ability to drive business and financial results while managing day-to-day operations across multiple locations.

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

Skills

Leadership

Client focus

Data interpretation

Communication

Problem solving

Education

Bachelor's degree or equivalent

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 and strong operational execution. You will coach Tax Professionals and Client Service Professionals, own staffing and readiness, monitor performance, and drive revenue growth across the offices with hands-on leadership and strategic oversight.

This role requires travel between offices and flexibility to work evenings or weekends as needed to