Multi-Office Experience Leader

H&R Block, Inc.; Hilliard (OH); On-site; USD 85,000 - 120,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4–6 retail offices and lead Tax Professionals and Client Service Professionals in delivering an exceptional client experience. You will set expectations, coach teams, and ensure readiness across staffing, facilities, and day‑to‑day operations.

You will balance strategic oversight with hands‑on leadership, driving revenue, performance, and client satisfaction across multiple locations while travel between offices is required.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in a multi‑unit retail/service/operations environment with accountability for performance.
• Strong client‑centric mindset with experience delivering consultative client experience.
• Proven leadership to coach, develop, and hold teams accountable.
• Ability to drive business and financial results across multiple locations, including labor management.
• Experience leading through change and adoption of new processes.
• Ability to exercise independent judgment and prioritize across locations.
• Experience managing facilities, staffing, or compliance.
• Strong communication and problem‑solving skills, including handling client escalations.
• Ability to interpret data, identify trends, and translate insights into action.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices, ensuring standards are met.
• Evaluate execution quality and client impact across locations to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching for performance.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes.
• Identify patterns across offices and develop bench strength and high‑potential talent.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics, trends, and take actions to improve results and retention.
• Ensure daily operations across offices including staffing, scheduling, labour management, compliance, and SOPs.
• Oversee office readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal prep.

Skills

Team leadership

Client experience

Data interpretation

Communication

Change management

Operations management

Travel readiness

Education

Bachelor’s degree

Job description

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4–6 retail offices and lead Tax Professionals and Client Service Professionals in delivering an exceptional client experience. You will set expectations, coach teams, and ensure readiness across staffing, facilities, and day‑to‑day operations.

You will balance strategic oversight with hands‑on leadership, driving revenue, performance, and client satisfaction across multiple locations while travel between offices is required.