Multi-Office Leader

As the Multi-Office Leader (Area Experience Leader), you will lead a portfolio of 4–6 retail offices, ensuring a consistent, high-quality client experience across every location. This role focuses on setting clear expectations for consultative service, operational execution, team performance, and business results. You will develop and coach Tax Professionals and Client Service Professionals to anticipate client needs, deliver expert guidance, and create a welcoming experience. Balancing strategic oversight with hands-on leadership, you will align priorities, strengthen execution, and drive both client outcomes and business performance. Additionally, you will oversee office readiness and operational execution, including staffing, facilities, compliance, and day-to-day operations.

Responsibilities

• 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.

Requirements

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years of 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.
• 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.

Benefits

• Competitive pay and participation in incentive compensation or short-term incentive plans.
• Medical and prescription drug coverage for you and eligible dependents.
• H&R Block Retirement Savings Plan (401(k) Plan).
• Employee Assistance Program.
• (Virtual) fitness center programs.
• Associate discount program.
• Automatic enrollment in Business Travel Accident Insurance.
• Associate Tax Prep benefit.

Pay

$61,900.00 - $77,400.00 per year. Local minimum wage laws apply. Individual pay decisions depend on job-related factors such as experience, education, skill, performance, and geographic location.