Area Experience Leader: Multi-Office Ops & Growth

H&R Block; Radford (VA); On-site; USD 54,000 - 67,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

401(k) plan

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistently excellent client experience and strong operational performance. You’ll coach Tax Professionals and Client Service Professionals, align priorities, and drive both client outcomes and business results across locations.

The role requires leading teams, strategic execution, and hands-on presence in offices with travel across sites to maintain high standards and readiness.

Qualifications

• Bachelor’s degree in a related field 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 up to 20 pounds in support of office readiness
• Willingness to travel frequently across offices to maintain presence

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, tools, and behaviors
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching
• Provide coaching informed by observed behaviors and performance outcomes
• Identify patterns across offices and develop bench strength
• Own revenue, growth, and operational performance across offices
• Monitor performance metrics and implement actions to improve results
• Ensure daily operations across offices including staffing, scheduling, and compliance
• Own office readiness including facilities, equipment, supplies, recruiting, and onboarding

Skills

Leadership

Coaching

Client-centric

Operations management

Data interpretation

Change management

Communication

Travel readiness

Education

Bachelor's degree or related experience

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistently excellent client experience and strong operational performance. You’ll coach Tax Professionals and Client Service Professionals, align priorities, and drive both client outcomes and business results across locations.

The role requires leading teams, strategic execution, and hands-on presence in offices with travel across sites to maintain high standards and readiness.