Multi-Office Leader

H&R Block•Traverse City, MI

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 leader ensures each office is ready to serve clients by setting expectations for consultative service, operational execution, team performance, and business results. This role leads and develops Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, provide expert guidance, and create a welcoming experience. It balances strategic oversight with visible, hands-on leadership in offices, using sound judgment to align priorities and support client outcomes and business performance. The leader 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 role builds high-performing teams, drives consistent results, and prepares offices 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 and 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 during the 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, 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 and ensure standards are executed consistently.
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.