Area Experience Leader - 4-6 Retail Offices

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

Job summary

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistently excellent client experience, set expectations for service, operations, and results, and coach Tax Professionals and Client Service Professionals across locations.

As a visible, hands-on leader you’ll balance strategy with in‑office presence, own staffing, facilities, compliance, and day‑to‑day operations, using data to drive improvements and ready offices to deliver for clients.

Qualifications

• Requires bachelor’s degree or equivalent experience.
• 3+ years leading teams in a multi-unit retail, service, or operations environment.
• 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 across multiple locations, including labor management.

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

Data interpretation

Travel flexibility

Problem solving

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistently excellent client experience, set expectations for service, operations, and results, and coach Tax Professionals and Client Service Professionals across locations.

As a visible, hands-on leader you’ll balance strategy with in‑office presence, own staffing, facilities, compliance, and day‑to‑day operations, using data to drive improvements and ready offices to deliver for clients.