Area Experience Leader, Multi-Office Retail

H&R Block, Inc.; Marshalltown (IA); On-site; USD 90,000 - 130,000; Full time

Job summary

H&R Block seeks a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, balancing hands-on leadership with strategic oversight to align priorities and drive business results.

You will own office readiness, staffing, facilities, and day-to-day operations, building high-performing teams and sustaining client trust in every office we serve.

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.

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, using insights to reinforce strengths, address gaps, and continuously improve the experience.
• Drive adoption of new client experience processes, tools, and behaviors while visibly demonstrating client-centric leadership in the office.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations, reinforcing accountability, and coaching to consistent performance.
• Provide coaching informed by observed behaviors, client interactions, performance outcomes, and real-time feedback to strengthen team execution.
• Identify patterns across offices, proactively address performance gaps, and develop bench strength and high-potential talent.
• Own revenue, growth, operational performance, and business outcomes across assigned offices.
• Monitor performance metrics, identify trends, and implement actions to improve business results, client acquisition, and retention.

Skills

Leadership

Operations management

Client experience

Staff development

Communication

Travel readiness

Education

Bachelor’s degree or equivalent

Job description

H&R Block seeks a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, balancing hands-on leadership with strategic oversight to align priorities and drive business results.

You will own office readiness, staffing, facilities, and day-to-day operations, building high-performing teams and sustaining client trust in every office we serve.