Multi-Office Experience Leader

H&R Block, Inc.; Gonzales (LA); On-site; USD 90,000 - 130,000; Full time

Job summary

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

You’ll coach Tax Professionals and Client Service Professionals, setting expectations, reinforcing accountability, and developing bench strength to deliver consistent results for clients and the business.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in multi‑unit retail, service, or operations with accountability for performance.
• Strong client‑centric mindset with experience delivering consultative client experience.
• Strong leadership capability with proven 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.
• Ability to exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing or partnering in facilities, staffing, or compliance.
• Strong communication and problem‑solving skills, including handling client escalations and complex issues.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to travel frequently between offices.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices.
• Evaluate execution quality and client impact across locations to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors in the office.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching for performance.
• Provide coaching based on observed behaviors, performance outcomes, and real‑time feedback.
• Identify patterns across offices and develop bench strength and high‑potential talent.
• Own revenue, growth, and operational performance across assigned offices.
• Monitor performance metrics and take actions to improve business results, client acquisition, and retention.
• Ensure daily operations across offices: staffing, scheduling, labor, compliance, SOPs, service delivery.
• Own office and workforce readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal prep.

Skills

Leadership

People management

Client-centric

Data interpretation

Communication

Problem solving

Travel readiness

Education

Bachelor's degree or equivalent experience

Job description

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

You’ll coach Tax Professionals and Client Service Professionals, setting expectations, reinforcing accountability, and developing bench strength to deliver consistent results for clients and the business.