Multi-Office Experience Lead

H&R Block; City of Niagara Falls (NY); On-site; USD 62,000 - 67,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

401(k) and employee discounts

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 across locations.

You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and own office readiness, staffing, facilities, and day-to-day operations to drive business results.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years leading teams in multi-unit environments with measurable outcomes.
• Strong client-focused service delivery and communication.

Responsibilities

• Own consistent delivery of 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 teams with clear expectations and accountability.
• Coach based on observed behavior and performance feedback.
• Identify patterns across offices and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and address trends to improve results.
• Ensure daily operations including staffing, scheduling, and compliance.
• Prepare offices for seasonal demand and readiness.

Skills

People leadership

Multi-site management

Client-centric mindset

Performance coaching

Change management

Education

Bachelor’s degree in business/related field

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 across locations.

You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and own office readiness, staffing, facilities, and day-to-day operations to drive business results.