Area Experience Leader: Multi-Office Ops & Growth

H&R Block, Inc.; Villa Park (IL); On-site; USD 59,000 - 70,000; Full time

Job summary

H&R Block, Inc. in the United States seeks a Multi-Office Leader to oversee 4–6 retail offices, delivering a consistent, high-quality client experience across locations.

You’ll coach Tax Professionals and Client Service Professionals, set expectations for service, and balance strategic oversight with hands-on leadership to drive performance. This role emphasizes office readiness, staffing, facilities, compliance, and daily operations, plus travel between offices to maintain in-person presence.

Qualifications

• Bachelor's degree 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.

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 teams

Client-centric mindset

Operational excellence

Multi-unit leadership

Education

Bachelor's degree

Job description

H&R Block, Inc. in the United States seeks a Multi-Office Leader to oversee 4–6 retail offices, delivering a consistent, high-quality client experience across locations.

You’ll coach Tax Professionals and Client Service Professionals, set expectations for service, and balance strategic oversight with hands-on leadership to drive performance. This role emphasizes office readiness, staffing, facilities, compliance, and daily operations, plus travel between offices to maintain in-person presence.