Area Experience Leader

H&R Block; Kingsport (TN); On-site; USD 70,000 - 100,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee client experience and operations across multiple offices in the East Kentucky and SW Virginia region. You will coach office leaders and tax professionals on care standards, sales practices, and service protocols to drive growth and satisfaction.

The role requires onsite engagement, travel between offices as needed, and a strong focus on performance metrics, staffing optimization, and community outreach initiatives.

Qualifications

• Strong analytical skills to interpret performance data and drive improvements.
• Effective communication to guide diverse teams and provide feedback.
• Sales skills to promote services and support local marketing.
• Training design and delivery to reinforce learning and improve operations.
• Negotiation skills for stakeholder alignment on solutions.
• Evidence of leadership in multi-site or retail/service environments.
• Willingness to work on-site and travel between local offices as needed.

Responsibilities

• Lead training initiatives across multiple offices.
• Coach office leaders and tax professionals on client care standards, sales practices and service protocols.
• Monitor performance metrics, analyze results, and implement growth strategies.
• Ensure compliance with company policies and procedures while improving client experience.

Skills

Analytical skills

Communication

Sales experience

Training design

Negotiation

Leadership

Travel readiness

Education

High school diploma or equivalent

BA/BS in business or related field (plus)

Job description

Company Description

H&R Block is a global tax services provider with approximately 12,000 offices, dedicated to helping clients and communities with confidence and care. Founded in 1955, the company has prepared around 800 million tax returns and continues to innovate how clients prepare and file taxes to meet evolving needs. H&R Block emphasizes being a "people company first," focusing on meaningful relationships with clients, communities, and associates. Team members experience a culture that feels like family, supported by accessible leadership and a strong commitment to the future. The company values diverse perspectives, curiosity, and collaboration, believing that working together makes everyone better.

Role Description

The Area Experience Leader is a full-time, on-site role based in East Kentucky, South West Virginia responsible for overseeing client experience and operational excellence across multiple offices in the area. This role manages day-to-day activities to ensure consistent, high-quality service delivery, including coaching office leaders and tax professionals on client care standards, sales practices, and service protocols. The Area Experience Leader monitors performance metrics, analyzes business results, and implements strategies to drive growth, improve client satisfaction, and optimize staffing. Daily responsibilities include leading training initiatives, supporting marketing and community outreach efforts, resolving escalated client issues, and ensuring compliance with company policies and procedures. This role collaborates closely with district and regional leadership to share insights, align on goals, and continuously improve the overall client experience.

Qualifications

• Strong analytical skills to interpret performance data, identify trends, and develop actionable improvement plans.
• Effective communication skills, including the ability to provide clear direction, feedback, and guidance to diverse teams.
• Sales skills with experience driving revenue growth, promoting services, and supporting local marketing initiatives.
• Training skills to design, deliver, and reinforce learning programs that enhance client service and operational performance.
• Negotiation skills for managing complex client situations and aligning stakeholders on solutions and priorities.
• Proven leadership experience in a multi-site or retail/service environment, preferably in financial services or related fields.
• Ability to work on-site, travel between local offices as needed, and adapt to seasonal business demands.
• Proficiency with basic business software and systems; experience with data dashboards or reporting tools is beneficial.
• High school diploma or equivalent required; post-secondary education in business, management, or a related field is a plus.
• Commitment to inclusive, client-centered service and fostering a collaborative, high-performance team culture.