Multi-Office Leader

About The Role
The

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.

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