Area Experience Leader: Multi-Office Retail Ops

H&R Block; Northport (AL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Life/work balance support

Job summary

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4-6 offices, ensuring a consistently excellent client experience across locations. You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on presence, and drive revenue, growth, and operational excellence while maintaining office readiness.

You will lead with a client-centric mindset, monitor performance, and implement process improvements across offices.

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.
• 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 travel frequently between assigned offices to maintain in-person presence across locations.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 offices with disciplined execution.
• Evaluate execution quality and client impact across locations; reinforce strengths and address gaps.
• 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, performance outcomes, and real-time feedback.
• Identify patterns across offices and develop bench strength and high-potential talent.
• Own revenue, growth, and business outcomes across assigned offices.
• Monitor performance metrics and implement actions to improve results and retention.
• Ensure daily operations across offices, including staffing and compliance.
• Own office readiness, staffing, facilities, and onboarding for seasonal demand.

Skills

People leadership

Client-centric mindset

Coaching

Operational excellence

Data interpretation

Communication

Travel readiness

Problem-solving

Schedule flexibility

Multi-unit leadership

Education

Bachelor's degree or equivalent experience

Job description

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4-6 offices, ensuring a consistently excellent client experience across locations. You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on presence, and drive revenue, growth, and operational excellence while maintaining office readiness.

You will lead with a client-centric mindset, monitor performance, and implement process improvements across offices.