Area Experience Leader: Multi-Office Retail

H&R Block, Inc.; Howell Township (NJ); On-site; USD 62,000 - 73,000; Full time

Job summary

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

You will coach Tax Professionals and Client Service Professionals, lead staffing and facilities readiness, monitor performance, and travel between offices to maintain in‑person leadership and drive client outcomes and business results.

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, supplies, equipment and other materials weighing up to 20 pounds in support of office readiness, setup, maintenance, and operational activities, with or without reasonable accommodation.
• Ability to travel frequently in‑day, with minimal overnight travel, between assigned offices to maintain consistent in‑person presence across multiple office locations.
• Ability to work a schedule that aligns with operational hours across assigned locations, including evenings, weekends, and Saturdays as needed to meet business demands

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; use insights to reinforce strengths and close gaps
• Drive adoption of new client experience processes, tools, and behaviors; model client-centric leadership
• Lead Tax Pros and Client Service Pros by setting expectations, accountability, and coaching for performance
• Provide coaching based on 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 offices
• Monitor metrics, identify trends, and act to improve business results and client retention
• Ensure daily operations across offices: staffing, scheduling, labor, compliance, SOPs, service
• Own office readiness: facilities, equipment, supplies, recruiting, onboarding, seasonal prep

Skills

Leadership

Client-centric

Coaching

Data analysis

Communication

Problem solving

Education

Bachelor’s degree or equivalent

Job description

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

You will coach Tax Professionals and Client Service Professionals, lead staffing and facilities readiness, monitor performance, and travel between offices to maintain in‑person leadership and drive client outcomes and business results.