Area Experience Leader - Multi-Office Ops & Team Coach

H&R Block, Inc.; Heath (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a high‑quality client experience and consistent operations across locations.

You will coach Tax Professionals and Client Service Professionals, align staffing and facilities, and drive revenue and performance while maintaining in‑person leadership across offices. The role emphasizes hands‑on leadership, strategic oversight, and disciplined execution to deliver exceptional client

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 climb ladders and lift, carry, and move boxes weighing up to 20 pounds, with or without accommodation.
• Ability to travel frequently in‑day, with minimal overnight travel, between assigned offices.
• Ability to work a schedule that aligns with operational hours across locations, including evenings, weekends, and Saturdays.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices with disciplined execution.
• Evaluate execution quality and client impact across locations to reinforce strengths and address gaps.
• 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 behavior and real‑time feedback to strengthen teams.
• Identify patterns across offices and develop bench strength and high‑potential talent.
• Own revenue, growth, and operational performance across assigned offices.
• Monitor performance metrics, identify trends, and act to improve business results and client retention.
• Ensure daily operations across offices including staffing, scheduling, labor management, compliance, and SOPs.
• Oversee office and workforce readiness, including facilities, equipment, supplies, recruiting, onboarding, and seasonal preparation.

Skills

Client-centric mindset

Leadership

Coaching

Problem-solving

Data interpretation

Communication

Team collaboration

Change management

Operational excellence

Strategic oversight

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a high‑quality client experience and consistent operations across locations.

You will coach Tax Professionals and Client Service Professionals, align staffing and facilities, and drive revenue and performance while maintaining in‑person leadership across offices. The role emphasizes hands‑on leadership, strategic oversight, and disciplined execution to deliver exceptional client