Multi-Office Experience Leader

H&R Block, Inc.; Pocatello (ID); On-site; USD 90,000 - 150,000; Full time

Job summary

H&R Block seeks an Area Experience Leader to manage 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, set clear expectations, and balance strategic oversight with hands‑on leadership to drive client outcomes and business performance.

You’ll own office readiness, staffing, facilities, compliance, and day‑to‑day operations, using data to identify trends and coach teams for improved

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years work experience leading teams in a multi‑unit retail, service, or 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, including labor management.
• Experience leading through change, including adoption of new processes and ways of working.
• Ability to exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing or partnering in operational areas such as 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.

Responsibilities

• 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

Data interpretation

Communication

Problem solving

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block seeks an Area Experience Leader to manage 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, set clear expectations, and balance strategic oversight with hands‑on leadership to drive client outcomes and business performance.

You’ll own office readiness, staffing, facilities, compliance, and day‑to‑day operations, using data to identify trends and coach teams for improved