Multi-Office Experience Leader: Elevate Client Care

H&R Block; Little Rock (AR); On-site; USD 90,000 - 120,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across sites. You’ll set expectations for consultative service, operational execution, and people performance while maintaining a visible hands-on presence.

You’ll coach Tax Professionals and Client Service Professionals, drive process adoption, monitor performance, and align staffing, facilities, and compliance to deliver on revenue and client

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• Proven experience leading teams in a multi-unit retail/service/operational setting.
• Strong client-centric mindset with consultative client experience.
• Demonstrated ability to coach, develop, and hold teams accountable.
• Proven track record driving business and financial results while managing day-to-day operations across locations.
• Experience leading through change and adopting new processes.
• Ability to exercise independent judgment across multiple locations.
• Experience with facilities, staffing, or compliance operations.
• Excellent communication and problem-solving skills, with data-driven insight.

Responsibilities

• Own consistent delivery of the client experience across 4–6 offices with disciplined execution.
• Evaluate execution quality and client impact across locations to improve the experience.
• 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 behavior and performance outcomes.
• Identify patterns, address gaps, and develop bench strength and talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve results.
• Ensure daily operations across offices including staffing, scheduling, and compliance.

Skills

Leadership

Coaching

Client-centric

Strategic oversight

Team development

Operational readiness

People management

Performance management

Communication

Data-driven decisions

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across sites. You’ll set expectations for consultative service, operational execution, and people performance while maintaining a visible hands-on presence.

You’ll coach Tax Professionals and Client Service Professionals, drive process adoption, monitor performance, and align staffing, facilities, and compliance to deliver on revenue and client