Area Experience Leader — 4–6 Office Ops & Client Experience

H&R Block, Inc.; Vinton (VA); On-site; USD 54,000 - 64,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices and deliver a consistent, high-quality client experience across locations.

You will set expectations for consultative service, operational execution, team performance, and business results. You’ll coach Tax Professionals and Client Service Professionals, travel between offices to maintain in‑person presence, and ensure staffing, facilities, and day‑to‑day operations support

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in a multi‑unit environment with accountability for performance outcomes.
• Strong client‑centric mindset with experience delivering consultative client experience.
• Proven ability to drive business and financial results across multiple locations, including labor management.
• Experience leading through change and adoption of new processes and ways of working.
• Ability to travel frequently between assigned offices to maintain in‑person presence.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices, ensuring standards are executed with discipline and consistency
• 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 while visibly demonstrating client‑centric leadership in the office
• 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 to strengthen team execution
• 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

Skills

Leadership

Client-centric

Communication

Problem solving

Data interpretation

Travel readiness

Education

Bachelor’s degree

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices and deliver a consistent, high-quality client experience across locations.

You will set expectations for consultative service, operational execution, team performance, and business results. You’ll coach Tax Professionals and Client Service Professionals, travel between offices to maintain in‑person presence, and ensure staffing, facilities, and day‑to‑day operations support