Multi-Office Experience Leader

H&R Block, Inc.; Redwood City (CA); On-site; USD 72,000 - 77,000; Full time

Benefits offered by this job

Medical and prescription coverage

401(k) plan

Associate discount program

Fitness center programs

Employee Assistance Program

Job summary

H&R Block is seeking an Area Experience Leader to oversee 4–6 offices, ensuring a consistent, high-quality client experience across locations. You will lead and develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance with an emphasis on client-centric service.

As a hands-on leader, you will manage staffing, facilities, and day-to-day operations while driving revenue, growth, and performance across the portfolio.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• 3+ years 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 travel frequently between offices to maintain presence across locations.
• Ability to work schedule aligning with operating hours including evenings, weekends, and Saturdays as needed.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations and improve accordingly.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals with clear expectations and accountability.
• Provide coaching based on observed behaviors, performance, and feedback.
• Identify patterns across offices and develop bench strength and talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve results and client retention.
• Ensure daily operations across offices including staffing, scheduling, and compliance.
• Oversee office readiness including facilities, equipment, and onboarding for seasonal demand.

Skills

Leadership

Client-centric

Communication

Problem-solving

Data interpretation

Travel frequently

Coaching

Education

Bachelor's degree or equivalent

Job description

H&R Block is seeking an Area Experience Leader to oversee 4–6 offices, ensuring a consistent, high-quality client experience across locations. You will lead and develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance with an emphasis on client-centric service.

As a hands-on leader, you will manage staffing, facilities, and day-to-day operations while driving revenue, growth, and performance across the portfolio.