Multi-Office Leader

H&R Block • Pocatello, ID

9d

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.

This visible, hands-on leader develops Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, provide expert guidance, and create a welcoming, confident client experience. The leader balances strategic oversight with in-office presence, aligning priorities and supporting client outcomes and business performance.

The role owns office readiness and operational execution across assigned offices, including staffing, facilities, compliance, and day-to-day operations. Through leadership, coaching, and disciplined execution, the Multi-Office Leader builds high-performing teams, drives consistent results, and ensures each office is prepared to serve clients.

Requirements

• Bachelor’s degree in a related field or equivalent experience.
• At least 3 years of 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.
• Proven ability to lead, coach, develop, and hold teams accountable.
• 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 during the day, with minimal overnight travel, between assigned offices to maintain consistent in-person presence.
• Ability to work a schedule aligned with 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

• Deliver a consistent consultative client experience across 4–6 assigned offices, ensuring standards are executed with discipline and consistency.
• Evaluate execution quality and client impact across locations, reinforce strengths, address gaps, and continuously improve 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.
• Manage office and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding, and preparation for seasonal demand.

Benefits

• Competitive pay.
• Comprehensive benefits.
• Support for life both in and outside of work.
• A culture emphasizing strong relationships, continuous learning, and meaningful impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager