Multi-Location Office Leader: Client Experience & Ops

H&R Block, Inc.; Marco Island (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

H&R Block, Inc. is seeking an Office Leader to guide one or more retail offices, ensuring a consistent, high-quality client experience across locations.

You will set expectations for consultative service, drive operational excellence, and coach teams to deliver superior outcomes. You’ll own office readiness, staffing, compliance, and day-to-day operations while balancing strategic oversight with hands-on leadership.

Qualifications

• 3+ years leading teams in retail, service, franchise, or operations environments.
• Experience delivering consultative client experiences across multiple locations.
• Ability to manage revenue, growth, and day-to-day operations.

Responsibilities

• Own consistent delivery of consultative client experience across 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 based on observed behaviors and performance outcomes.
• Identify performance patterns and develop bench strength.
• Own revenue, growth, and business outcomes for assigned offices.
• Monitor performance metrics and implement actions to improve results.
• Ensure daily operations, staffing, scheduling, and compliance.
• Own office readiness, facilities, and seasonal staffing.

Skills

Leadership

Client-centric mindset

Coaching and development

Communication skills

Data interpretation

Problem solving

Education

Bachelor's degree or equivalent leadership experience

Job description

H&R Block, Inc. is seeking an Office Leader to guide one or more retail offices, ensuring a consistent, high-quality client experience across locations.

You will set expectations for consultative service, drive operational excellence, and coach teams to deliver superior outcomes. You’ll own office readiness, staffing, compliance, and day-to-day operations while balancing strategic oversight with hands-on leadership.