Multi-Office Experience Leader: Drive Client Experience

H&R Block; Village of Williamsville (NY); On-site; USD 62,000 - 67,000; Full time

Job summary

H&R Block seeks a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience and strong operational execution across locations.

You will coach Tax Professionals and Client Service Professionals, set clear expectations, monitor performance, and drive revenue and growth while maintaining a hands-on presence in offices and readiness for seasonal demand.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in multi-unit retail/service/ops with accountability for performance.
• Strong client-centric mindset with consultative experience.
• Proven leadership to coach develop and hold teams accountable.
• Experience driving business and financial results across multiple locations (labor management).
• Experience with change management and adoption of new processes.

Responsibilities

• Own consistent delivery of the client experience across 4–6 offices with disciplined execution.
• Evaluate execution quality and client impact; use insights to improve the experience.
• 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 based on behavior, outcomes, and real-time feedback to strengthen teams.
• Identify patterns across offices and develop bench strength and talent.
• Own revenue, growth, and business outcomes across offices.
• Monitor performance metrics and take actions to improve results and client acquisition/retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Oversee office readiness including facilities, supplies, recruiting, onboarding, seasonal prep.

Skills

Leadership

Coaching

Client experience

Operations management

Staff development

Change management

Data-driven

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block seeks a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience and strong operational execution across locations.

You will coach Tax Professionals and Client Service Professionals, set clear expectations, monitor performance, and drive revenue and growth while maintaining a hands-on presence in offices and readiness for seasonal demand.