Area Experience Leader — Multi-Office Retail (4–6 Offices)

H&R Block; Richmond (MI); On-site; USD 115,000 - 155,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader to oversee a portfolio of 4-6 retail offices, delivering a consistent, high-quality client experience across locations. You will set expectations for consultative service, operational execution, team performance, and business results.

You’ll develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, deliver expert guidance, and create a welcoming, confident experience in every office.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years work experience leading teams in a multi-unit 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.
• Experience driving business and financial results while managing day-to-day operations across locations.
• Experience leading through change and adoption of new processes and ways of working.
• Ability to prioritize competing demands across multiple locations and travel frequently.

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, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals with clear expectations and accountability.
• Provide coaching informed by observed behaviors and performance outcomes.
• Identify patterns across offices, address performance gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve results and retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Oversee office readiness, facilities, recruiting, onboarding, and seasonal preparation.

Skills

Leadership

Client-centric

Change management

Travel flexibility

Data interpretation

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader to oversee a portfolio of 4-6 retail offices, delivering a consistent, high-quality client experience across locations. You will set expectations for consultative service, operational execution, team performance, and business results.

You’ll develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, deliver expert guidance, and create a welcoming, confident experience in every office.