Area Experience Leader: Multi-Office Operations & Growth

H&R Block; Lower Heidelberg Township (PA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and deliver a consistent, high-quality client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and align priorities to strengthen execution and business results.

In this visible, hands-on role, you’ll balance strategic oversight with in‑office presence, travel between offices, and ensure staffing, facilities, and compliance are ready for

Qualifications

• Bachelor’s degree or equivalent experience is required.
• 3+ years leading teams in a multi‑unit retail/service/operations environment with accountability for performance outcomes.
• Strong client‑centric mindset with consultative client experience.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results across multiple locations, including labor management.
• Experience leading through change and adopting new processes and ways of working.
• Ability to prioritize across locations and exercise independent judgment.
• Experience with facilities, staffing, or compliance in operations.
• Strong communication and problem‑solving skills, including handling client escalations.
• 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.
• 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 professionals by setting clear expectations, reinforcing accountability, and coaching to consistent performance.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes to strengthen team execution.
• Identify patterns across offices, address performance gaps, and develop bench strength and talent.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics, identify trends, and implement actions to improve results and client acquisition/retention.
• Ensure daily operations across offices including staffing, scheduling, labor management, and compliance.
• Own office readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal planning.

Skills

Leadership

Coaching

Client-centric

Communication

Data interpretation

Problem solving

Travel readiness

Team development

Operational excellence

Labor management

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and deliver a consistent, high-quality client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and align priorities to strengthen execution and business results.

In this visible, hands-on role, you’ll balance strategic oversight with in‑office presence, travel between offices, and ensure staffing, facilities, and compliance are ready for