Area Experience Leader — Multi-Office Ops & Growth

H&R Block, Inc.; Pekin (IL); On-site; USD 54,000 - 64,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Associate discount program

Job summary

H&R Block, Inc. seeks a Multi-Office Leader to oversee 4–6 offices, ensuring a consistent, high‑quality client experience and exceptional operational execution. You’ll coach Tax Professionals and Client Service Professionals, balancing strategic oversight with in‑office presence to deliver strong business results.

You will own office readiness, staffing, and day‑to‑day operations across locations, travel as needed, and drive performance through coaching and data‑driven decisions.

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.
• 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 with or without accommodation.
• Willingness to travel frequently in‑day, with minimal overnight travel, between assigned offices.
• Ability to work a schedule aligning with operational hours including evenings, weekends, and Saturdays as needed.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 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 with client‑centric leadership in the office.
• Lead professionals by setting expectations, reinforcing accountability, and coaching for consistent performance.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes to strengthen teams.
• Identify patterns across offices and develop bench strength and high‑potential talent.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics and implement actions to improve results, client acquisition, and retention.
• Ensure daily operations across offices, including staffing and compliance.
• Own office readiness, facilities, recruiting, onboarding, and preparation for seasonal demand.

Skills

Leadership

Coaching

Multi-unit oversight

Client-centric approach

Data interpretation

Education

Bachelor’s degree or equivalent

Tools

Staffing and scheduling tools

Job description

H&R Block, Inc. seeks a Multi-Office Leader to oversee 4–6 offices, ensuring a consistent, high‑quality client experience and exceptional operational execution. You’ll coach Tax Professionals and Client Service Professionals, balancing strategic oversight with in‑office presence to deliver strong business results.

You will own office readiness, staffing, and day‑to‑day operations across locations, travel as needed, and drive performance through coaching and data‑driven decisions.