Area Experience Leader: Multi‑Office Ops & Growth

H&R Block, Inc.; Bayonne (NJ); On-site; USD 65,000 - 77,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience and strong business results.

You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and drive readiness across offices. The role requires leading teams, managing operations, and travel between offices to stay connected with in-person work.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years work experience leading teams in a multi-unit retail, service, or operations environment.
• 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 climb ladders and lift, carry, and move boxes weighing up to 20 pounds in support of office readiness, setup, maintenance, and operational activities, with or without reasonable accommodation.
• Ability to travel frequently in-day, with minimal overnight travel, between assigned offices to maintain consistent in-person presence across multiple office locations.
• Ability to work a schedule that aligns with operational hours across assigned locations, including evenings, weekends, and Saturdays as needed to meet business demands.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices.
• Evaluate execution quality and client impact across locations to reinforce strengths and address gaps.
• 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 and real-time feedback to strengthen team execution.
• Identify patterns across offices, address performance gaps, and develop bench strength and high‑potential talent.
• Own revenue, growth, and business outcomes across assigned offices.
• Monitor performance metrics, identify trends, and implement actions to improve results and client retention.
• Ensure daily operations across offices: staffing, scheduling, labor management, compliance, SOPs, service delivery.
• Own office readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal preparation.

Skills

Leadership experience

Client focus

People leadership

Operations management

Change management

Travel readiness

Facilities management

Communication

Data driven

Problem solving

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, ensuring a consistent, high-quality client experience and strong business results.

You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and drive readiness across offices. The role requires leading teams, managing operations, and travel between offices to stay connected with in-person work.