Multi-Office Experience Leader

H&R Block; Lexington (SC); On-site; USD 70,000 - 100,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 offices and drive a consistent, high-quality client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and balance strategic oversight with hands‑on leadership to align priorities and improve business results.

You’ll own office readiness, staffing, facilities, compliance, and day‑to‑day operations, providing coaching, performance management, and talent

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in a multi‑unit retail/service/operations environment with accountability for performance outcomes.
• Strong client‑centric mindset with experience delivering consultative client experience.
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable.
• Demonstrated ability to drive business and financial results while managing day‑to‑day operations across multiple locations.

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 visibly 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

People leadership

Client experience

Operations management

Performance coaching

Data-driven

Communication skills

Education

Bachelor's degree

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 offices and drive a consistent, high-quality client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and balance strategic oversight with hands‑on leadership to align priorities and improve business results.

You’ll own office readiness, staffing, facilities, compliance, and day‑to‑day operations, providing coaching, performance management, and talent