Area Experience Leader: Multi-Office Retail Lead

H&R Block, Inc.

Ironwood (MI)

On-site

USD 90,000 - 120,000

Full time

14 days+

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Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistently excellent client experience and strong operational execution across locations.

You will coach Tax Professionals and Client Service Professionals, aligning priorities to drive business results and a high-performing team. In this hands-on leadership role, you’ll monitor performance, guide staffing and training, and travel between offices to maintain in-person presence.

Qualifications

Bachelor’s degree 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.
Demonstrated ability to drive business and financial results while managing day-to-day operations across multiple locations, including labor management.
Experience leading through change, including adoption of new processes and ways of working.
Ability to exercise independent judgment and prioritize competing demands across multiple locations.
Experience managing or partnering in operational areas such as facilities, staffing, or compliance.
Strong communication and problem-solving skills, including handling client escalations and complex issues.
Ability to interpret data, identify trends, and translate insights into action.
Ability to travel frequently in-day, with minimal overnight travel, between offices

Responsibilities

Own consistent delivery of the client experience across 4–6 assigned offices.
Evaluate execution quality and client impact across locations and drive improvements.
Drive adoption of new client experience processes, tools, and behaviors.
Lead staff by setting clear expectations and coaching for performance.
Provide coaching informed by observed behaviors and outcomes to strengthen teamwork.
Identify patterns and address performance gaps; develop bench strength.
Own revenue, growth, and operational performance across offices.
Monitor metrics, identify trends, and implement actions to improve results.
Ensure daily operations across offices including staffing, scheduling, and compliance.
Prepare offices for seasonal demand and office readiness.