Area Experience Leader: Multi-Office Retail

H&R Block; Malden (MA); On-site; USD 62,000 - 77,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 offices, align client experience, and drive business results. You will coach Tax Professionals and Client Service Professionals, ensuring readiness, compliance, and top performance while traveling across locations to support in‑person leadership.

You will balance strategic oversight with hands-on presence, coaching teams to deliver consultative guidance, and ensuring each office operates efficiently to meet 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.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices with disciplined execution.
• Evaluate execution quality and client impact across locations and drive improvements.
• Lead adoption of new client experience processes, tools, and behaviors with client-centric leadership.
• Coach Tax Professionals and Client Service Professionals to reinforce accountability and performance.
• Provide coaching informed by behaviors, interactions, and performance to strengthen teams.
• Identify patterns across offices and develop bench strength for high-potential talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and act to improve business results, client acquisition, and retention.
• Ensure daily operations across offices including staffing, scheduling, and compliance.
• Oversee office readiness including facilities, equipment, and onboarding for seasonal demand.

Skills

Client-centric leadership

Coaching teams

Communication

Problem solving

Data interpretation

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 offices, align client experience, and drive business results. You will coach Tax Professionals and Client Service Professionals, ensuring readiness, compliance, and top performance while traveling across locations to support in‑person leadership.

You will balance strategic oversight with hands-on presence, coaching teams to deliver consultative guidance, and ensuring each office operates efficiently to meet client