Area Experience Leader: Multi-Office Retail

H&R Block, Inc.; Commerce Charter Township (MI); On-site; USD 90,000 - 140,000; Full time

Job summary

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

You will lead and develop Tax Professionals and Client Service Professionals, coaching teams for excellence and aligning priorities with business results. You’ll own office readiness, staffing, facilities, and day‑to‑day operations while traveling frequently to maintain in‑person presence and deliver strong client outcomes

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.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices, ensuring standards are followed.
• Evaluate execution quality and client impact, using insights to reinforce strengths and improve the experience.
• Drive adoption of new client experience processes, tools, and behaviors with visible client‑centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching performance.
• Provide coaching informed by observed behaviors and outcomes to strengthen team execution.
• Identify patterns across offices, address performance gaps, and develop bench strength.
• Own revenue, growth, and operational performance across assigned offices.
• Monitor performance metrics and implement actions to improve business results, client acquisition, and retention.
• Ensure daily operations across offices, including staffing, scheduling, labor management, and compliance.
• Oversee office readiness, facilities, equipment, supplies, recruiting, hiring, onboarding, and seasonal preparation.

Skills

Leadership

Client‑centric mindset

Coaching and development

Change management

Communication

Problem solving

Data interpretation

Travel readiness

Scheduling and labor management

Education

Bachelor’s degree or equivalent experience

Job description

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

You will lead and develop Tax Professionals and Client Service Professionals, coaching teams for excellence and aligning priorities with business results. You’ll own office readiness, staffing, facilities, and day‑to‑day operations while traveling frequently to maintain in‑person presence and deliver strong client outcomes