Area Experience Leader: Elevate Client Experience

H&R Block; Town of Walton (NY); On-site; USD 62,000 - 67,000; Full time

Job summary

H&R Block is seeking a Multi‑Office Leader to oversee 4–6 offices, ensuring a consistent consultative client experience and strong operational execution. You will coach Tax Professionals and Client Service Professionals, align priorities, and drive revenue and client satisfaction across multiple locations.

As a hands-on leader, you’ll travel to offices, set expectations, and implement process improvements while maintaining high standards of service, staffing, and compliance to support business

Qualifications

• Bachelor’s degree in a related field 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.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices.
• Evaluate execution quality and client impact across locations to reinforce strengths and close gaps.
• Drive adoption of new client experience processes, tools, and behaviors in the office.
• Lead Tax Professionals and Client Service Professionals, setting clear expectations and coaching to performance.
• Provide coaching informed by observed behaviors and real-time feedback to strengthen team execution.
• Identify patterns across offices and develop bench strength and high-potential talent.
• Own revenue, growth, and operational performance across assigned offices.
• Monitor performance metrics and implement actions to improve business results, client acquisition, and retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Prepare offices for seasonal demand with facilities, supplies, recruiting, and onboarding.

Skills

Leadership

Multi‑unit oversight

Coaching

Client experience

Operations management

Education

Bachelor’s degree or equivalent

Job description

H&R Block is seeking a Multi‑Office Leader to oversee 4–6 offices, ensuring a consistent consultative client experience and strong operational execution. You will coach Tax Professionals and Client Service Professionals, align priorities, and drive revenue and client satisfaction across multiple locations.

As a hands-on leader, you’ll travel to offices, set expectations, and implement process improvements while maintaining high standards of service, staffing, and compliance to support business