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About the Role
Leads a portfolio of 4-6 retail offices, ensuring a consistent, high-quality client experience and operational excellence. This role focuses on leading and developing teams, driving business results, and maintaining office readiness.
Responsibilities
- Own consistent delivery of the consultative client experience across 4-6 assigned offices.
- 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.
- 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.
- 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.
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.
- Ability to travel frequently in-day, with minimal overnight travel, between assigned offices.
- Ability to work a schedule that aligns with operational hours across assigned locations, including evenings, weekends, and Saturdays as needed.
Skills
- Client experience
- Team leadership
- Coaching
- Performance management
- Operational execution
- Business development
- Financial management
- Staffing
- Facilities management
- Compliance
- Communication
- Problem-solving
- Data analysis
- Change management
Location
- Multiple locations
Work Type
- Full-time
- Hybrid
Experience Level
- 3+ years leadership experience
- Multi-unit leadership experience
Education Level
- Bachelor's degree or equivalent experience
Salary/Compensations
- $62,353.00 - $67,353.00/Yr.
Benefits
- Medical and prescription drug coverage
- 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
About the Company
- H&R Block's purpose is to provide help and inspire confidence in clients and communities.
- A leader in the tax industry for over 70 years, evolving through Block Next strategy, blending human expertise with digital innovation.
- Committed to associates with a High Performing, Connected Culture built on strong relationships, continuous learning, and making a meaningful impact.
- Invests in associate well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.