Area Experience Leader for 4-6 Offices

H&R Block, Inc.; Santee (CA); On-site; USD 72,000 - 75,000; Full time

Job summary

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4–6 retail offices, delivering a trusted client experience and guiding tax professionals and client service teams. This visible, hands‑on role combines strategic oversight with in‑office leadership to align priorities and drive performance.

You will own office readiness, staffing, and day‑to‑day operations, coaching teams to deliver consistent service and measurable business results across locations.

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.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to climb ladders and lift up to 20 pounds in support of office readiness.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching for performance.
• Provide coaching informed by observed behaviours, client interactions, and performance outcomes.
• 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 business results.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Own office readiness, facilities, equipment, supplies, and onboarding for seasons.

Skills

Team leadership

Client experience

Operations management

Staffing & scheduling

Coaching

Communication

Analytical thinking

Travel adaptability

Problem solving

Education

Bachelor's degree or equivalent experience

Job description

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4–6 retail offices, delivering a trusted client experience and guiding tax professionals and client service teams. This visible, hands‑on role combines strategic oversight with in‑office leadership to align priorities and drive performance.

You will own office readiness, staffing, and day‑to‑day operations, coaching teams to deliver consistent service and measurable business results across locations.