Multi-Office Experience Leader

H&R Block, Inc.; Chelmsford (MA); On-site; USD 62,000 - 77,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices and ensure a high-quality client experience across locations.

You'll lead Tax Professionals and Client Service Professionals, coach teams, and balance strategic oversight with hands-on leadership to drive client outcomes and business results, including staffing, facilities, and daily operations.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 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.
• Demonstrated leadership ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results while managing day-to-day operations across multiple locations, including labor management.
• Experience leading through change and adoption of new processes.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices, ensuring standards are executed with discipline and consistency
• Evaluate execution quality and client impact across locations, using insights to reinforce strengths, address gaps, and continuously improve the experience
• Drive adoption of new client experience processes, tools, and behaviors while demonstrating client-centric leadership in the office
• Lead Tax Professionals and Client Service Professionals by setting clear expectations, reinforcing accountability, and coaching to consistent performance
• Provide coaching informed by observed behaviors, client interactions, performance outcomes, and real-time feedback to strengthen team execution
• Identify patterns across offices, proactively address performance gaps, and develop bench strength and high-potential talent
• Own revenue, growth, operational performance, and business outcomes across assigned offices
• Monitor performance metrics, identify trends, and implement actions to improve business results, client acquisition, and retention
• Ensure consistent execution of daily operations across offices, including staffing, scheduling, labor management, compliance, SOPs, and service delivery
• Own office and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding, and preparation for seasonal demand

Skills

Leadership

Client-centric mindset

Coaching

Communication skills

Data interpretation

Travel ability

Problem-solving

Scheduling & labor management

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices and ensure a high-quality client experience across locations.

You'll lead Tax Professionals and Client Service Professionals, coach teams, and balance strategic oversight with hands-on leadership to drive client outcomes and business results, including staffing, facilities, and daily operations.