Multi-Office Leader

H&R Block•Lenoir, NC

About The Position

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. The role sets expectations for consultative service, operational execution, team performance, and business results. It leads and develops Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, provide expert guidance, and create a welcoming, confident experience. This visible, hands-on leadership role balances strategic oversight with in-office presence and aligns priorities to support client outcomes and business performance. The leader owns office readiness and operational execution across assigned locations, including staffing, facilities, compliance, and day-to-day operations. Through leadership, coaching, and disciplined execution, the role builds high-performing teams, drives consistent results, and ensures offices are prepared to serve clients.

Requirements

Bachelor’s degree in a related field or equivalent experience.
At least 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 and experience delivering a consultative client experience.
Strong leadership capability, including the 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, with or without reasonable accommodation.
Ability to travel frequently in-day, with minimal overnight travel, between assigned offices.
Ability to work operational hours across assigned locations, including evenings, weekends, and Saturdays as needed.

Nice To Haves

Experience with seasonal workforce planning, hiring, and readiness execution.
Experience partnering cross-functionally, including with operations, facilities, talent acquisition, and analytics.
Experience with office readiness, facilities coordination, or operational infrastructure across multiple locations.

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, reinforcing strengths, addressing gaps, and continuously improving the experience.
Drive adoption of new client experience processes, tools, and behaviors while demonstrating client-centric leadership in the office.
Lead Tax Professionals and Client Service Professionals by setting expectations, reinforcing accountability, and coaching for consistent performance.
Coach based on observed behaviors, client interactions, performance outcomes, and real-time feedback.
Identify patterns across offices, 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 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.
Travel frequently during the day between assigned offices to maintain consistent in-person presence.
Work a schedule aligned with operational hours across assigned locations, including evenings, weekends, and Saturdays as needed.