Area Experience Leader: Client Experience & Operations

H&R Block, Inc.; Macon (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience. You’ll coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and own office readiness across locations.

You will drive performance, staffing, and facilities, while guiding teams to deliver strong business results and exceptional service across the portfolio.

Qualifications

• 3+ years leading teams in multi-unit retail, service, or operations with performance accountability.
• Strong client-centric mindset with experience delivering consultative client experience.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results across multiple locations, including labor management.
• Ability to travel frequently in-day between offices to maintain in-person presence.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices with disciplined execution.
• Evaluate execution quality and client impact, identifying gaps and improving experience.
• Lead adoption of new client experience processes, tools, and behaviors in offices.
• Coach Tax Professionals and Client Service Professionals for consistent performance.
• Provide feedback to strengthen team execution and address performance gaps.
• Own office readiness, staffing, facilities, and day-to-day operations across locations.
• Monitor metrics, drive improvements in client acquisition and retention, and revenue.

Skills

Leadership

Client-centric mindset

Coaching & accountability

Data interpretation

Communication

Problem solving

Travel between offices

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience. You’ll coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and own office readiness across locations.

You will drive performance, staffing, and facilities, while guiding teams to deliver strong business results and exceptional service across the portfolio.