Area Experience Leader - Multi-Office Retail

H&R Block; University City (MO); On-site; USD 90,000 - 150,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader to oversee a portfolio of 4-6 retail offices, ensuring every location delivers a consistent, high-quality client experience. You’ll set expectations for service, operations, team performance, and business results while coaching Tax Professionals and Client Service Professionals.

As a hands-on leader, you’ll travel between offices, manage staffing, facilities, and compliance, and drive revenue and client satisfaction across the region.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in a multi-unit retail, service, or operations environment.
• Strong client-centric mindset with experience delivering consultative client experience.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business results across multiple locations.
• Ability to travel frequently between offices.

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
• Ensure consistent execution of daily operations across offices, including staffing, scheduling, labor management, compliance, SOPs, and service delivery
• Own office and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding, and preparation for seasonal demand

Skills

Leadership

Coaching

Strategic oversight

Client-centric mindset

Travel availability

Multi-location management

Analytical thinking

Communication

Problem-solving

Staffing & labor management

Education

Bachelor’s degree or equivalent

Job description

H&R Block is seeking a Multi-Office Leader to oversee a portfolio of 4-6 retail offices, ensuring every location delivers a consistent, high-quality client experience. You’ll set expectations for service, operations, team performance, and business results while coaching Tax Professionals and Client Service Professionals.

As a hands-on leader, you’ll travel between offices, manage staffing, facilities, and compliance, and drive revenue and client satisfaction across the region.