Area Experience Leader — Drive 4–6 Offices to Excellence

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

Job summary

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

You’ll coach Tax Professionals and Client Service Professionals, set expectations, and maintain office readiness and operational execution. As a hands-on, in-office leader, you’ll travel frequently to support staffing, facilities, and compliance, analyze performance metrics, and drive revenue growth while upholding service standards across

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading multi-unit teams in retail/operations.
• Strong client-centric mindset with consultative experience.
• Proven ability to drive business results and manage day-to-day operations across locations.
• Experience leading through change and adopting new processes.
• Willingness to travel frequently to multiple 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 behaviors, performance, and real-time feedback.
• Identify patterns across offices and address performance gaps.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics, identify trends, and improve client acquisition and retention.
• Oversee daily operations including staffing, scheduling, compliance, and readiness.

Skills

Team leadership

Client experience

Operational excellence

Change management

Travel readiness

Education

Bachelor’s degree or equivalent

Job description

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

You’ll coach Tax Professionals and Client Service Professionals, set expectations, and maintain office readiness and operational execution. As a hands-on, in-office leader, you’ll travel frequently to support staffing, facilities, and compliance, analyze performance metrics, and drive revenue growth while upholding service standards across