Area Experience Leader: 4–6 Offices

H&R Block, Inc.; Englewood (OH); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Prescription drug coverage

401(k) Plan

Employee Assistance Program

Fitness center programs

Associate discount program

Business Travel Accident Insurance

Associate Tax Prep benefit

Job summary

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4–6 retail offices, delivering a consistent, high‑quality client experience across locations.

You will lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and provide expert guidance with confident, welcoming service. This hands‑on leader balances strategic oversight with office presence, aligning priorities to strengthen execution, drive growth, and ensure readiness of staff,

Qualifications

• 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.
• Ability to travel frequently in‑day, with minimal overnight travel.
• Ability to work a schedule that aligns with operational hours across multiple locations, including evenings, weekends, and Saturdays as needed.

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 mindset

Operational management

Data interpretation

Problem solving

Communication

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4–6 retail offices, delivering a consistent, high‑quality client experience across locations.

You will lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and provide expert guidance with confident, welcoming service. This hands‑on leader balances strategic oversight with office presence, aligning priorities to strengthen execution, drive growth, and ensure readiness of staff,