Area Experience Leader — Multi-Office Ops & Growth

H&R Block; East Greenwich (RI); On-site; USD 90,000 - 140,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader to oversee 4–6 offices, ensuring a consistent, high‑quality client experience. You will coach Tax Professionals and Client Service Professionals, drive operational readiness, and align staffing and processes to support client outcomes and business performance.

As a visible leader, you’ll balance strategic oversight with hands‑on presence, traveling between offices and managing day‑to‑day operations to maintain excellence across locations.

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.
• Demonstrated ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results while managing day‑to‑day operations across multiple locations.
• Experience leading through change and adoption of new processes.
• Ability to travel frequently between offices to maintain in‑person presence.

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

Coaching

Client-centric

Data‑driven

Communication

Change management

Travel readiness

Operations oversight

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader to oversee 4–6 offices, ensuring a consistent, high‑quality client experience. You will coach Tax Professionals and Client Service Professionals, drive operational readiness, and align staffing and processes to support client outcomes and business performance.

As a visible leader, you’ll balance strategic oversight with hands‑on presence, traveling between offices and managing day‑to‑day operations to maintain excellence across locations.