Area Experience Leader - Elevate Client Service

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

Benefits offered by this job

Medical benefits

401(k) Plan

Wellness/fitness programs

Associate discount program

Life Insurance

Tax prep benefit

Job summary

H&R Block, Inc. is seeking a hands-on Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices.

You will set expectations for consultative service, ensure operational excellence, and coach Tax Professionals and Client Service Professionals to deliver a high-quality client experience in every location. As an onsite leader, you will balance strategy with in-office presence, drive performance, and own office readiness, staffing, and day-to-day operations to achieve revenue and

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in multi-unit retail, service, or operations with performance accountability.
• Strong client-centric mindset with consultative experience.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results across multiple locations.

Responsibilities

• Own consistent delivery of the client experience across 4–6 offices with disciplined execution.
• Evaluate execution quality and client impact, using insights to improve experience.
• Lead adoption of new client experience processes, tools, and behaviors with a client-centric approach.
• Coach Tax Professionals and Client Service Professionals to consistent performance.
• Provide coaching informed by behaviors, interactions, and performance outcomes to strengthen teams.
• Identify patterns across offices, address gaps, and develop bench strength and talent.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics and trends; implement actions to improve results and client acquisition/retention.
• Ensure daily operations across offices, including staffing, scheduling, compliance, SOPs, and service delivery.
• Oversee office readiness, facilities, recruiting, onboarding, and seasonal preparation.

Skills

Leadership

Client experience focus

Operational leadership

Staffing & scheduling

Data interpretation

Communication

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking a hands-on Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices.

You will set expectations for consultative service, ensure operational excellence, and coach Tax Professionals and Client Service Professionals to deliver a high-quality client experience in every location. As an onsite leader, you will balance strategy with in-office presence, drive performance, and own office readiness, staffing, and day-to-day operations to achieve revenue and