Multi-Office Leader

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

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 offices, ensuring a consistent, high-quality client experience across locations. The role balances strategic oversight with hands-on leadership, coaching Tax Professionals and Client Service Professionals to meet client needs and business goals.

You will own office readiness, staffing, compliance, and day-to-day operations while driving performance and collaboration across offices in a fast-paced retail

Qualifications

• Bachelor’s degree or equivalent experience required.
• 3+ years leading teams in multi-unit environments with performance accountability.
• Strong client-centric mindset with consultative experience.
• Proven leadership to coach, develop, and hold teams accountable.
• Ability to drive business and financial results across multiple locations.
• Experience leading through change and adopting new processes.
• Ability to prioritize across multiple locations with judgment.
• Experience in facilities, staffing, or compliance operations.
• Strong communication and problem-solving skills.
• Ability to interpret data and translate insights into action.
• Ability to travel frequently and support in-person presence across offices.
• Schedule flexibility to meet business demands including evenings/weekends.

Responsibilities

• Own consistent 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 accountability.
• Provide coaching based on observed behaviors and outcomes.
• Identify patterns, address performance gaps, build bench strength.
• Own revenue, growth, and operational performance.
• Monitor metrics and implement actions to improve results.
• Ensure office readiness, staffing, scheduling, and compliance.
• Oversee facilities, equipment, and onboarding for seasonal demand.

Skills

Bachelor’s degree

Team leadership

Client-centric mindset

Coaching & development

Performance management

Change management

Prioritization across locations

Facilities/operational experience

Communication & problem-solving

Data interpretation

Travel to multiple offices

Flexible schedule

Education

Bachelor’s degree in a related field or equivalent experience

Job description

About The Role

The Multi-Office Leader, known internally as an Area Experience Leader, leads a portfolio of 4–6 retail offices and is responsible for delivering a consistent, high-quality client experience across every location. In this role, you’ll ensure each office is ready to serve clients with excellence by setting clear expectations for consultative service, operational execution, team performance, and business results.

You’ll lead and develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, deliver expert guidance, and create a welcoming, confident experience in every office. As a visible, hands‑on leader, you’ll balance strategic oversight with in‑office presence, using sound judgment to align priorities, strengthen execution, and support both client outcomes and business performance.

You’ll also own office readiness and operational execution across your offices, including staffing, facilities, compliance, and day‑to‑day operations. Through strong leadership, coaching, and disciplined execution, you’ll help build high‑performing teams, drive consistent results, and ensure every office is prepared to deliver for clients.

Day to day, you’ll...

• Own consistent delivery of the consultative client experience across 4–6 assigned offices, ensuring standards are executed with discipline and consistency
• Evaluate execution quality and client impact across locations, using insights to reinforce strengths, address gaps, and continuously improve the experience
• Drive adoption of new client experience processes, tools, and behaviors while visibly demonstrating client‑centric leadership in the office
• Lead Tax Professionals and Client Service Professionals by setting clear expectations, reinforcing accountability, and coaching to consistent performance
• Provide coaching informed by observed behaviors, client interactions, performance outcomes, and real‑time feedback to strengthen team execution
• Identify patterns across offices, proactively address performance gaps, and develop bench strength and high‑potential talent
• 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

Required Qualifications

• Bachelor’s degree in a related field 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
• Ability to climb ladders and lift, carry, and move boxes, supplies, equipment and other materials weighing up to 20 pounds in support of office readiness, setup, maintenance, and operational activities, with or without reasonable accommodation
• Ability to travel frequently in‑day, with minimal overnight travel, between assigned offices to maintain consistent in‑person presence across multiple office locations
• Ability to work a schedule that aligns with operational hours across assigned locations, including evenings, weekends, and Saturdays as needed to meet business demands

Preferred Qualifications

• Experience with seasonal workforce planning, hiring, and readiness execution
• Experience partnering cross‑functionally including operations, facilities, talent acquisition, and analytics
• Experience with office readiness, facilities, coordination, or operational infrastructure across multiple locations

Why work for us

At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation.

That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well‑being through competitive pay, comprehensive benefits, and support for life both in and outside of work.

Pay Range Information

The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job‑related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short‑term incentive plans, which could generate additional earnings in accordance with the terms of each plan. Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

Pay Range

$62,353.00 - $67,353.00/Yr.