Multi-Office Leader

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

Job summary

H&R Block is seeking a Multi-Office Leader to supervise a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience. You’ll coach Tax Professionals and Client Service Professionals, balancing strategic oversight with hands‑on leadership to drive client outcomes and business results.

You’ll own office readiness and operational execution, including staffing, facilities, and compliance, while guiding teams to deliver excellence across locations.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in a multi-unit environment with accountability for performance outcomes.
• Strong client-centric mindset with consultative experience.
• Proven coaching, development, and accountability skills.
• Ability to drive business results across multiple locations, including labor management.
• Experience with change management and new processes adoption.
• Ability to exercise independent judgment across competing demands.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices, ensuring standards are followed.
• Evaluate execution quality and client impact across locations to reinforce strengths and close gaps.
• Lead adoption of new client experience processes, tools, and behaviors with hands-on leadership.
• Coach Tax Professionals and Client Service Professionals to ensure consistent performance.
• Provide coaching based on observed behaviors, feedback, and performance outcomes.
• Identify patterns, address performance gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics, identify trends, and take actions to improve business results.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Oversee office readiness, facilities, and recruiting for seasonal demand.

Skills

Leadership

Client-centric service

Coaching and development

Operational excellence

Multi-unit oversight

Data interpretation

Communication

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

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.