Area Experience Leader: Multi-Office Retail

H&R Block, Inc.; Village of Blasdell (NY); On-site; USD 62,000 - 67,000; Full time

Job summary

H&R Block, a leading tax services company, seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and ensure a consistent, high-quality client experience across all locations.

You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with in-person presence, and own office readiness, staffing, facilities, and day-to-day operations to drive strong business results.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years experience leading teams in multi-unit settings.
• Strong client-centric mindset delivering consultative experience.
• Ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results across multiple locations.
• Experience leading through change and adopting new processes.
• Ability to interpret data and identify trends.

Responsibilities

• Own delivery of consultative client experience across 4-6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching.
• Provide coaching informed by observed behaviors and performance outcomes.
• Identify patterns across offices and address performance gaps.
• Own revenue, growth, and business outcomes across offices.
• Monitor performance metrics and implement actions to improve results.
• Ensure daily operations across offices, including staffing and compliance.
• Own office and workforce readiness including facilities and onboarding.

Skills

Leadership

Client experience

Coaching

Data analysis

Communication

Problem solving

Travel flexibility

Schedule management

Change management

Education

Bachelor's degree or equivalent

Job description

H&R Block, a leading tax services company, seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and ensure a consistent, high-quality client experience across all locations.

You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with in-person presence, and own office readiness, staffing, facilities, and day-to-day operations to drive strong business results.