Area Experience Leader: Multi-Office Teams

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

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices, ensuring a consistent, high-quality client experience and strong operational execution. The role requires hands-on leadership and the ability to balance strategic oversight with in-office presence.

You will coach Tax Professionals and Client Service Professionals, set expectations, manage staffing and facilities, and travel between offices to maintain in-person leadership and drive business

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in a multi-unit retail, service, or operations 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 managing or partnering in facilities, staffing, or compliance across multiple locations.
• Ability to travel frequently in day travel with minimal overnight travel.
• Ability to work a schedule aligning with operational hours, including evenings, weekends, and Saturdays.
• Experience driving business and financial results through day-to-day operations.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 assigned 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.
• Provide coaching informed by observed behaviors and outcomes.
• Own office readiness including staffing, facilities, and compliance.
• Monitor performance metrics and drive improvements in client acquisition and retention.
• Ensure daily operations across offices run smoothly.

Skills

Multi-unit leadership

Client-centric mindset

Operational excellence

Staff development

Change management

Data-driven decisions

Travel readiness

Scheduling & labor

Strong communication

Facilities & compliance

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices, ensuring a consistent, high-quality client experience and strong operational execution. The role requires hands-on leadership and the ability to balance strategic oversight with in-office presence.

You will coach Tax Professionals and Client Service Professionals, set expectations, manage staffing and facilities, and travel between offices to maintain in-person leadership and drive business