Retail Experience & Operations Leader

H&R Block; Clawson (MI); 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 a portfolio of 4–6 retail offices, ensuring a consistently excellent client experience. You will set expectations for service delivery, manage operations, and drive business results while coaching Tax Professionals and Client Services staff.

As a visible, hands-on leader, you will balance strategic oversight with in-office presence, collaborating across locations to improve performance, readiness, and client

Qualifications

• Bachelor's degree or equivalent experience.
• Experience leading teams in a multi-location environment with performance accountability.
• Proven ability to deliver consultative client experiences across locations.
• Strong leadership, coaching, and accountability practices.
• Ability to interpret data, identify trends, and translate insights into action.

Responsibilities

• Own consistent delivery of the 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 and coaching.
• Provide coaching based on observed behaviors, performance outcomes, and feedback.
• Identify patterns across offices 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.
• Prepare offices for seasonal demand and office readiness.

Skills

Leadership

Multi-unit management

Client experience

Coaching

Operational excellence

Team development

Strategic planning

Travel flexibility

Communication

Education

Bachelor's degree

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices, ensuring a consistently excellent client experience. You will set expectations for service delivery, manage operations, and drive business results while coaching Tax Professionals and Client Services staff.

As a visible, hands-on leader, you will balance strategic oversight with in-office presence, collaborating across locations to improve performance, readiness, and client