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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-centric mindset
• Leadership
• Coaching
• Team development
• Accountability
• Business and financial results management
• Operations management
• Labor management
• Change management
• Independent judgment
• Prioritization
• Communication
• Problem-solving
• Data interpretation
• Trend identification
• Consultative client experience delivery

Location

• Multiple locations

Work Type

• Full-time
• Hybrid

Experience Level

• 3+ years leading teams in a multi-unit environment

Education Level

• Bachelor's degree or equivalent experience

Salary/Compensations

• $66,300.00 - $80,800.00/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.
• For over 70 years, H&R Block has led the tax industry and continues to evolve through its Block Next strategy, blending human expertise with digital innovation.
• H&R Block is committed to its associates, fostering a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact.
• The company invests in associate well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.

Equal Opportunity

• Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed.
• Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.