Area Experience Leader, Multi-Office Retail

H&R Block; Somerville (NJ); On-site; USD 65,000 - 81,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices. You will set expectations for consultative service, operations, and performance while coaching Tax Professionals and Client Service Professionals to deliver an exceptional client experience across all locations.

You will lead staffing, facilities, compliance, and day-to-day operations, travel between offices, and balance strategic oversight with hands-on presence to drive results and client

Qualifications

• Bachelor’s degree or equivalent experience
• 3+ years leading teams in a multi-unit environment
• Strong client-centric mindset and consultative service delivery
• Demonstrated ability to coach, develop, and hold teams accountable
• Experience driving business and financial results across multiple locations
• Experience leading through change and new processes
• Ability to prioritize competing demands across locations
• Experience with facilities, staffing, or compliance operations
• Excellent communication and problem-solving skills
• Willingness to travel frequently between offices

Responsibilities

• Own consistent delivery of the 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 teams by setting expectations and coaching for performance.
• Provide coaching based on observed behavior and outcomes.
• Identify patterns, address gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics and implement actions to improve results.
• Ensure daily operations, staffing, and compliance are aligned across locations.
• Oversee office readiness, facilities, and seasonal staffing needs.

Skills

Team leadership

Client-centric service

Operational excellence

Data interpretation

Strong communication

Change management

Multi-unit retail experience

Staff coaching

Problem solving

Education

Bachelor’s degree in related field

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices. You will set expectations for consultative service, operations, and performance while coaching Tax Professionals and Client Service Professionals to deliver an exceptional client experience across all locations.

You will lead staffing, facilities, compliance, and day-to-day operations, travel between offices, and balance strategic oversight with hands-on presence to drive results and client