Area Experience Leader - Multi-Office Retail

H&R Block, Inc.; New Albany (IN); On-site; USD 85,000 - 130,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

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’ll set expectations for consultative service, operations, and team performance while coaching Tax Professionals and Client Service Professionals. As a visible, hands-on leader, you’ll manage staffing, facilities, compliance, and daily operations, travel between offices, and drive revenue and client growth.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• Proven leadership of teams across multiple locations with accountability for performance outcomes.
• Strong client-centric mindset with experience delivering consultative client experience.
• Demonstrated ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results while managing day-to-day operations across locations.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices, ensuring standards are followed.
• Evaluate execution quality and client impact across locations, using insights to improve the experience.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching performance.
• Provide coaching based on observed behaviors, feedback, and results to strengthen execution.
• Identify patterns across offices and develop bench strength and high-potential talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and take actions to improve business results and client acquisition.
• Ensure daily operations across offices, including staffing, scheduling, compliance, and SOPs.
• Oversee office readiness including facilities, equipment, supplies, and onboarding for seasonal demand.

Skills

Leadership

Client-centric mindset

Coaching

Team development

Communication

Travel readiness

Data interpretation

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’ll set expectations for consultative service, operations, and team performance while coaching Tax Professionals and Client Service Professionals. As a visible, hands-on leader, you’ll manage staffing, facilities, compliance, and daily operations, travel between offices, and drive revenue and client growth.