Area Experience Leader — Elevate Client Experience Across 4–6 Offices

H&R Block; Canton (OH); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Support for life

Job summary

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices, ensuring an exceptional client experience and strong operational execution. You will coach Tax Professionals and Client Service Professionals, set expectations, and align priorities for performance and business results.

You will own staffing, facilities, compliance, and day-to-day operations across offices, driving consistent service delivery and readiness for seasonal demand while developing

Qualifications

• Bachelor’s degree in a related field or equivalent experience
• 3+ years leading teams in a multi-unit retail/service/ops environment
• Strong client-centric mindset with consultative experience
• Proven coaching and people development capability
• Experience driving business/financial results across multiple locations
• Experience leading through change and new processes
• Independent judgment with ability to prioritize across locations
• Experience in facilities, staffing, or compliance operations
• Strong communication and problem-solving skills
• Ability to interpret data, identify trends, and translate insights into action
• Ability to lift up to 20 pounds and perform office readiness tasks
• Willingness to travel frequently between offices and adapt to varying hours

Responsibilities

• Own consistent delivery of the client experience across 4–6 offices with disciplined execution
• Evaluate execution quality and client impact across locations to drive improvements
• Drive adoption of new client experience processes and tools with visible leadership
• Lead Tax Professionals and Client Service Professionals with clear expectations and coaching
• Provide coaching based on observed behavior, performance, and real-time feedback
• Identify patterns across offices and develop bench strength and talent
• Own revenue, growth, and operational performance across offices
• Monitor performance metrics and implement actions to improve results
• Ensure daily operations, staffing, scheduling, and compliance are consistently executed
• Own office readiness, facilities, supplies, recruiting, onboarding, and seasonal prep

Job description

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices, ensuring an exceptional client experience and strong operational execution. You will coach Tax Professionals and Client Service Professionals, set expectations, and align priorities for performance and business results.

You will own staffing, facilities, compliance, and day-to-day operations across offices, driving consistent service delivery and readiness for seasonal demand while developing