Area Experience Leader — Master 4-6 Offices

H&R Block; Manchester (IA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience. You’ll guide Tax Professionals and Client Service Professionals, coach teams, and drive performance across locations.

The role combines strategic oversight with hands‑on leadership, focusing on staffing, facilities, compliance, and day‑to‑day operations to ensure every office is prepared to serve clients with excellence.

Qualifications

• Bachelor’s degree or equivalent experience.
• Proven track record leading teams in a multi-unit retail/service/operations environment.
• Strong client‑centric mindset with experience delivering consultative client experience.
• Demonstrated ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results while overseeing day‑to‑day operations across locations, including labor management.
• Experience leading through change and adoption of new processes.
• Ability to exercise independent judgment and prioritize competing demands.
• Experience in facilities, staffing, or compliance operations.
• Strong communication and problem‑solving skills, with client escalation handling.
• Ability to interpret data, identify trends, and translate insights into action.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices with disciplined standards.
• Evaluate execution quality and client impact across locations to reinforce strengths and close gaps.
• Drive adoption of new client experience processes, tools, and behaviors with hands‑on leadership.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching for performance.
• Provide coaching informed by observed behaviors, outcomes, and real‑time feedback to improve execution.
• Identify patterns across offices, address performance gaps, and develop bench strength and talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics, identify trends, and take actions to improve results.
• Ensure consistent daily operations across offices: staffing, scheduling, compliance, SOPs, service delivery.
• Oversee office readiness: facilities, equipment, supplies, recruiting, onboarding, and seasonal prep.

Skills

Leadership

Coaching

Client‑centric mindset

Data interpretation

Change management

Communication

Problem solving

Travel readiness

Multi‑location oversight

Staffing & scheduling

Education

Bachelor’s degree in a related field

Job description

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience. You’ll guide Tax Professionals and Client Service Professionals, coach teams, and drive performance across locations.

The role combines strategic oversight with hands‑on leadership, focusing on staffing, facilities, compliance, and day‑to‑day operations to ensure every office is prepared to serve clients with excellence.