Multi-Office Leader

H&R Block•Brighton, CO

7d•$59,200 - $70,100

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 ensures offices are ready to serve clients by setting expectations for consultative service, operational execution, team performance, and business results. The leader develops Tax Professionals and Client Service Professionals through coaching and clear expectations, while balancing strategic oversight with a visible, hands-on presence in the offices. The position oversees office readiness and operational execution, including staffing, facilities, compliance, and day-to-day operations, to support client outcomes and business performance. The role requires frequent in-day travel between assigned offices, with minimal overnight travel, and a schedule aligned with operational hours across locations, including evenings, weekends, and Saturdays as needed. The pay range is $59,200–$70,100 per year. Successful candidates may be eligible for incentive compensation or short-term incentive plans.

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.
Proven leadership capability, including coaching, developing, and holding 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 to maintain an in-person presence across locations.
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 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, 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.
Own office and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding, and preparation for seasonal demand.

Benefits

Competitive pay
Comprehensive benefits
H&R Block Retirement Savings Plan (401(k) Plan)
Employee Assistance Program
(Virtual) fitness center programs
Associate discount program
Business Travel Accident Insurance
Associate Tax Prep benefit
Medical and prescription drug coverage for qualifying associates and eligible dependents
Potential incentive compensation or short-term incentive plan earnings
Support for associate well-being