Area Experience Leader: Lead 4–6 Offices & Elevate Service

H&R Block, Inc.; Fort Riley (KS); On-site; USD 95,000 - 130,000; Full time

Job summary

H&R Block, Inc. is seeking a proactive Area Experience Leader to manage 4–6 retail offices, ensuring a consistent, high-quality client experience.

You will set expectations for consultative service, staff performance, and operational excellence while coaching Tax Professionals and Client Service Professionals to deliver expert guidance. This visible, hands-on leader will balance strategic oversight with in-office presence, drive office readiness, and optimize business results through

Qualifications

• Bachelor’s degree or equivalent experience is required.
• 3+ years leading teams in a multi-unit retail, service, or operations environment.
• Strong client-centric mindset with ability to deliver consultative client experience.
• Proven ability to coach, develop, and hold teams accountable.

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 and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors with client-centric leadership in the office.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations 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, 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 and implement actions to improve business results, client acquisition, and retention.
• Ensure daily operations across offices including staffing, scheduling, labor management, compliance, SOPs, and service delivery.
• Own office and workforce readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal planning.

Skills

Leadership

Client-centric mindset

Change management

Data interpretation

Multi-location coordination

Communication

Problem-solving

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking a proactive Area Experience Leader to manage 4–6 retail offices, ensuring a consistent, high-quality client experience.

You will set expectations for consultative service, staff performance, and operational excellence while coaching Tax Professionals and Client Service Professionals to deliver expert guidance. This visible, hands-on leader will balance strategic oversight with in-office presence, drive office readiness, and optimize business results through