Multi-Office Experience Leader

H&R Block; Chino Hills (CA); On-site; USD 70,000 - 75,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices, ensuring a high-quality client experience across all locations. You will set expectations for consultative service, execution, and performance, coaching Tax Professionals and Client Service Professionals to anticipate client needs and deliver guidance in every office.

You'll balance strategic oversight with in-office presence, drive office readiness, staffing, facilities, and compliance while

Qualifications

• Bachelor's degree or equivalent experience required.
• 3+ years leading teams in a multi-unit retail, service, or operations environment.
• Strong client-centric mindset with experience delivering consultative client experience.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results across multiple locations.

Responsibilities

• Own consistent delivery of the client experience across 4-6 offices.
• Evaluate execution quality and client impact across locations.
• Lead adoption of new client experience processes and tools.
• Coach Tax Professionals and Client Service Professionals to consistent performance.
• Identify patterns, address performance gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics and drive actions to improve results and retention.
• Ensure daily operations, staffing, scheduling, and compliance across offices.
• Prepare offices for seasonal demand with staffing and readiness.

Skills

Leadership

Client-centric mindset

Coaching

Data interpretation

Communication skills

Problem-solving

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 high-quality client experience across all locations. You will set expectations for consultative service, execution, and performance, coaching Tax Professionals and Client Service Professionals to anticipate client needs and deliver guidance in every office.

You'll balance strategic oversight with in-office presence, drive office readiness, staffing, facilities, and compliance while