Area Experience Leader: Multi-Office Ops & Growth

H&R Block; Maple Grove (MN); On-site; USD 54,000 - 67,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices and deliver a consistent, high-quality client experience across locations. You will set expectations for consultative service, drive operational execution, and coach Tax Professionals and Client Service Professionals to achieve business results.

The role requires leadership across staffing, facilities, compliance, and day-to-day operations, with hands-on presence to align priorities

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.
• 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.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching for performance.
• Provide coaching informed by observed behaviors and outcomes to strengthen execution.
• Identify patterns across offices and address performance gaps to build bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve results and client acquisition/retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Own office readiness including facilities, equipment, supplies, and onboarding for seasonal demand.

Skills

Leadership

Client-centric mindset

Coaching

Strategic oversight

Communication

Education

Bachelor’s degree

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices and deliver a consistent, high-quality client experience across locations. You will set expectations for consultative service, drive operational execution, and coach Tax Professionals and Client Service Professionals to achieve business results.

The role requires leadership across staffing, facilities, compliance, and day-to-day operations, with hands-on presence to align priorities