Area Experience Leader for Multi-Office Retail

H&R Block; Monroeville (Allegheny County); On-site; USD 90,000 - 130,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee 4-6 retail offices, ensuring a consistent consultative client experience and strong operational execution across all locations.

You will coach Tax Professionals and Client Service Professionals, manage staffing, facilities, compliance, and day-to-day operations, and travel frequently to stay engaged with teams and clients. This role requires strong leadership, strategic oversight, and hands-on presence across locations.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in a multi-unit retail/service/operations environment with accountability for performance outcomes.
• Strong client-centric mindset with experience delivering consultative client experience.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results across multiple locations, including labor management.
• Experience leading through change and adopting new processes.
• Ability to exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations.
• Ability to interpret data, identify trends, and translate insights into action.
• Physical ability to climb ladders and lift up to 20 pounds for office readiness and setup.
• Ability to travel frequently in day trips with minimal overnight travel.
• Ability to work a schedule aligned with operating hours including evenings, weekends, and Saturdays.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 assigned offices, ensuring standards are executed with discipline and consistency.
• 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

Team leadership

Client-centric

Change management

Financial results

Staffing & scheduling

Facilities & compliance

Data interpretation

Independent judgment

Travel readiness

Communication

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 consultative client experience and strong operational execution across all locations.

You will coach Tax Professionals and Client Service Professionals, manage staffing, facilities, compliance, and day-to-day operations, and travel frequently to stay engaged with teams and clients. This role requires strong leadership, strategic oversight, and hands-on presence across locations.