Area Experience Leader: Multi-Office Operations Lead

H&R Block, Inc.; Wesley Chapel (FL); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Life outside work support

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to manage 4–6 retail offices and ensure a consistent, high-quality client experience across locations. You will set expectations, coach Tax Professionals and Client Service Professionals, and balance strategic oversight with hands-on leadership to drive client outcomes and business performance.

In this role you’ll own office readiness, staffing, facilities, compliance, and day-to-day operations while developing bench strength

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years work experience 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.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes and tools.
• Lead Tax Professionals and Client Service Professionals with clear expectations.
• Provide coaching based on observed behaviors and feedback.
• Identify patterns across offices and address performance gaps.
• Own revenue, growth, and business outcomes across offices.
• Monitor metrics and implement actions to improve results and retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Oversee office readiness, facilities, and supplies across locations.

Skills

Team leadership

Client-centric

Coaching

Operational leadership

Change management

Decision making

Facilities management

Communication

Problem solving

Data analysis

Education

Bachelor’s degree or equivalent

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to manage 4–6 retail offices and ensure a consistent, high-quality client experience across locations. You will set expectations, coach Tax Professionals and Client Service Professionals, and balance strategic oversight with hands-on leadership to drive client outcomes and business performance.

In this role you’ll own office readiness, staffing, facilities, compliance, and day-to-day operations while developing bench strength