Regional Multi-Office Experience Leader

H&R Block, Inc.; Hillside Manor (NY); On-site; USD 66,000 - 77,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader to oversee 4-6 retail offices, delivering a consistent, high‑quality client experience and driving business results through clear expectations, coaching, and hands‑on leadership.

You will lead and develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, provide expert guidance, and create a welcoming, confident experience in every office.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years leading teams in multi-unit retail, service, or operations.
• Strong client-centric mindset with consultative experience.
• Proven leadership to coach, develop and hold teams accountable.
• Drive business/financial results while managing day-to-day ops across locations.
• Experience leading through change and new processes.
• Independent judgment with ability to prioritize across locations.
• Experience in facilities, staffing, or compliance.
• Strong communication and problem-solving; handle escalations.
• Ability to interpret data, identify trends, and act on insights.
• Ability to climb ladders and lift up to 20 lbs with/without accommodation.
• Frequent travel across offices; in-day travel, minimal overnight.
• Ability to work evenings, weekends, and Saturdays when needed.

Responsibilities

• Own consistent delivery of consultative client experience across 4-6 offices.
• Evaluate execution quality and client impact with data-driven insights.
• Drive adoption of new client experience processes and tools.
• Lead Tax Professionals and Client Service Professionals; set expectations.
• Provide coaching based on observed behaviors and real-time feedback.
• Identify patterns, address gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics, identify trends, and improve results.
• Ensure daily operations across offices: staffing, scheduling, compliance, SOPs.
• Oversee office and workforce readiness: facilities, supplies, onboarding.

Skills

Leadership

Client-centric mindset

Communication

Problem-solving

Data interpretation

Strategic thinking

Change management

Team development

Multi-unit leadership

Talent succession

Education

Bachelor's degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader to oversee 4-6 retail offices, delivering a consistent, high‑quality client experience and driving business results through clear expectations, coaching, and hands‑on leadership.

You will lead and develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, provide expert guidance, and create a welcoming, confident experience in every office.