Area Experience Leader - 4-6 Offices

H&R Block; Shrewsbury (MA); On-site; USD 54,000 - 67,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices, delivering a consistent, high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, set expectations, and balance strategic oversight with hands-on leadership.

This role requires travel between offices, strong operational discipline, staffing, facilities, and compliance to ensure readiness and optimal client outcomes.

Qualifications

• Bachelor’s degree or equivalent experience
• 3+ years leading teams in multi-unit retail/service/operations
• Strong client-centric mindset with consultative experience
• Proven leadership to coach, develop, and hold teams accountable
• Experience driving business and financial results across multiple locations
• Ability to travel frequently between offices

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices
• Evaluate execution quality and client impact across locations
• Drive adoption of new client experience processes and tools
• Lead Tax Professionals and Client Service Professionals with clear expectations
• Provide coaching based on observed behaviors and performance outcomes
• Own office readiness including staffing, facilities, and compliance
• Monitor performance metrics and drive improvements in client acquisition and retention

Skills

Leadership

Client-centric mindset

Coaching

Communication

Data interpretation

Travel willingness

Change management

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices, delivering a consistent, high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, set expectations, and balance strategic oversight with hands-on leadership.

This role requires travel between offices, strong operational discipline, staffing, facilities, and compliance to ensure readiness and optimal client outcomes.