Multi-Office Leader

H&R Block•Grove City, PA

1d•Hybrid

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. 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.

Requirements

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

Nice To Haves

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

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