Area Experience Leader: Drive 4–6 Offices to Excellence

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

Job summary

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You will set expectations for consultative service, operational excellence, and team performance while shaping business results.

As a hands-on, in‑office leader, you’ll coach Tax Professionals and Client Service Representatives, align staffing and facilities, monitor metrics, and drive improvements.

Qualifications

• Bachelor’s degree 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
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable
• Demonstrated ability to drive business and financial results while managing day‑to‑day operations across multiple locations, including labor management
• Experience leading through change, including adoption of new processes and ways of working
• Ability to exercise independent judgment and prioritize competing demands across multiple locations
• Experience managing or partnering in operational areas such as facilities, staffing, or compliance
• Strong communication and problem‑solving skills, including handling client escalations and complex issues
• Ability to interpret data, identify trends, and translate insights into action
• Ability to travel frequently between offices to maintain in‑person presence

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices.
• 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

Coaching

Client Experience

Multi-unit Leadership

Travel

Scheduling

Financial Results

Data Interpretation

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 consistent, high-quality client experience across locations. You will set expectations for consultative service, operational excellence, and team performance while shaping business results.

As a hands-on, in‑office leader, you’ll coach Tax Professionals and Client Service Representatives, align staffing and facilities, monitor metrics, and drive improvements.