Multi-Office Leader
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, and ensures each office is ready to serve clients. The leader develops Tax Professionals and Client Service Professionals through coaching and clear expectations, helping teams anticipate client needs, provide expert guidance, and create a welcoming client experience. This is a visible, hands-on role that balances strategic oversight with an in-office presence. The position owns office readiness and operational execution across assigned offices, including staffing, facilities, compliance, and daily operations. It also oversees revenue, growth, operational performance, and business outcomes across the portfolio. Frequent in-day travel between assigned offices is required, with minimal overnight travel. The schedule should align with operational hours across locations, including evenings, weekends, and Saturdays as needed.
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 ability to lead, coach, develop, and hold teams accountable.
- Ability to drive business and financial results while managing daily 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 between assigned offices, with minimal overnight travel.
- 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.
- Evaluate execution quality and client impact across locations, reinforce strengths, address gaps, and improve the client experience.
- Drive adoption of new client experience processes, tools, and behaviors, and demonstrate client-centric leadership in the office.
- Lead Tax Professionals and Client Service Professionals by setting expectations, reinforcing accountability, and coaching performance.
- Coach teams using observed behaviors, client interactions, performance outcomes, and real-time feedback.
- Identify patterns and performance gaps across offices 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 between assigned offices to maintain an in-person presence.
- Handle client escalations and complex issues.
Benefits
- Competitive pay and comprehensive benefits.
- Medical and prescription drug coverage for eligible associates and dependents.
- 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.
- Potential participation in incentive compensation or short-term incentive plans.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
