Multi-Office Experience Leader

H&R Block, Inc.; Town of Ithaca (NY); On-site; USD 62,000 - 67,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across every location. You will coach Tax Professionals and Client Service Professionals, align priorities, and drive revenue, operations, and client outcomes through hands-on leadership and disciplined execution.

The role requires office readiness, staffing, facilities, compliance, scheduling, and travel between offices.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years leading teams in multi-unit retail or service settings.
• Strong client-centric mindset with consultative service experience.
• Ability to coach, develop, and hold teams accountable.
• Proven ability to drive business and financial results across locations.
• Experience leading through change and adopting new processes.
• Ability to travel frequently between offices and manage competing demands.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes and tools.
• Lead Tax Professionals and Client Service Professionals with clear expectations.
• Provide coaching based on observed behaviors and performance.
• Identify patterns, address performance gaps, and build bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics, trends, and take actions to improve results.
• Ensure daily operations across offices, including staffing and compliance.
• Oversee office readiness, facilities, supplies, recruitment, onboarding, and seasonal prep.

Skills

Leadership

Client-centric mindset

Coaching

Communication

Problem solving

Data interpretation

Travel readiness

Schedule flexibility

Change management

Education

Bachelor's degree or equivalent

Job description

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across every location. You will coach Tax Professionals and Client Service Professionals, align priorities, and drive revenue, operations, and client outcomes through hands-on leadership and disciplined execution.

The role requires office readiness, staffing, facilities, compliance, scheduling, and travel between offices.