Multi-Office Leader

H&R Block; Fairlawn (OH); On-site; USD 90,000 - 130,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, delivering a consistent, high-quality client experience and strong business results across locations. You’ll coach Tax Professionals and Client Service Professionals, lead operations, staffing, and compliance, and travel to maintain in-person presence.

The role demands a people-focused leader who uses data to drive performance, fosters trustworthy client journeys, and aligns priorities to optimize outcomes and growth.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in multi-unit environments with performance accountability.
• Strong client-centric mindset with consultative service experience.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business results across multiple locations.

Responsibilities

• Own 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 results.
• Identify patterns, address gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics and implement actions to improve results and retention.
• Ensure daily operations, staffing, and compliance across offices.

Skills

Leadership

Client-centric

Coaching

Communication

Data interpretation

Strategic planning

Travel readiness

Problem solving

Education

Bachelor’s degree 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

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.