Area Experience Leader: Multi-Office Retail

H&R Block; Goshen (IN); On-site; USD 95,000 - 135,000; Full time

Job summary

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to manage 4–6 retail offices, delivering a consistent, high-quality client experience across locations. You’ll set expectations for consultative service, operations, and performance while coaching Tax Professionals and Client Service Professionals.

You’ll balance strategic oversight with hands-on leadership, own staffing, facilities, compliance, and day-to-day operations, driving client outcomes and revenue growth across offices with

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading multi-unit teams with measurable outcomes.
• Strong client-centric mindset with consultative service experience.
• Proven leadership to coach and develop teams.
• Experience delivering business and financial results while running daily ops.
• Ability to adapt to change and implement new processes.
• Independent judgment to prioritize across locations.
• Experience in facilities, staffing, or compliance ops.
• Strong communication and problem-solving skills.
• Ability to analyze data, detect trends, and act.
• Willingness to travel frequently day trips for site coverage.
• Ability to work evenings and weekends as needed.

Responsibilities

• Own consistent delivery of consultative client experience across 4-6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes and tools.
• Lead Tax Professionals and Client Service Professionals with coaching and accountability.
• Provide coaching based on observed behavior, performance outcomes, and feedback.
• Identify patterns across offices, address gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics, identify trends, and implement actions to improve results.
• Ensure daily operations across offices including staffing, scheduling, and compliance.
• Own office and workforce readiness, including facilities and onboarding.

Skills

Leadership

Client focus

Data analysis

Communication

Problem solving

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to manage 4–6 retail offices, delivering a consistent, high-quality client experience across locations. You’ll set expectations for consultative service, operations, and performance while coaching Tax Professionals and Client Service Professionals.

You’ll balance strategic oversight with hands-on leadership, own staffing, facilities, compliance, and day-to-day operations, driving client outcomes and revenue growth across offices with