Area Experience Leader - Multi-Office Client Experience

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

Job summary

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices and ensure a consistent, high-quality client experience across locations. You’ll lead and develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance in every office.

As a hands-on leader, you’ll balance strategic oversight with in-office presence, manage staffing, facilities, compliance, and daily operations, and drive revenue,

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years 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 and operations.
• Ability to travel frequently in day trips between offices.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 assigned offices.
• Evaluate execution quality and client impact across locations to drive improvement.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals with clear expectations and accountability.
• Provide coaching based on observed behaviors and outcomes to strengthen team execution.
• Identify patterns, address performance gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve results.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Oversee office readiness, facilities, equipment, and onboarding for seasonal demand.

Skills

Bachelor’s degree

3+ years leadership

Client-centric mindset

Coaching teams

Operational leadership

Data interpretation

Travel readiness

Communication skills

Problem solving

Education

Bachelor’s degree in related field

Job description

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices and ensure a consistent, high-quality client experience across locations. You’ll lead and develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance in every office.

As a hands-on leader, you’ll balance strategic oversight with in-office presence, manage staffing, facilities, compliance, and daily operations, and drive revenue,