Area Experience Leader: Multi-Office Client Experience

H&R Block, Inc.; Crest Hill (IL); On-site; USD 59,000 - 74,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

401(k) plan

Job summary

H&R Block, Inc. seeks an Area Experience Leader to oversee a portfolio of 4-6 retail offices, ensuring a consistent, high-quality client experience across locations.

You will lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, deliver expert guidance, and create a welcoming, confident experience in every office. This is a hands-on, multi-office leadership role requiring travel between offices.

Qualifications

• Bachelor's degree or equivalent experience.
• Proven ability to lead multi-site teams.
• Strong client-centric leadership and coaching skills.

Responsibilities

• Own delivery of consultative client experience across 4-6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead and coach Tax Professionals and Client Service Professionals.
• Provide coaching based on observations, performance, and feedback.
• Identify patterns across offices and develop bench strength.
• Own revenue, growth, and business outcomes across offices.
• Monitor performance metrics and implement actions to improve results.
• Ensure daily operations across offices, including staffing and compliance.
• Own office and workforce readiness including facilities and onboarding.

Skills

Leadership

Client experience

Strategic oversight

Coaching

Data interpretation

Travel readiness

Communication

Problem-solving

Independent judgment

Education

Bachelor's degree or equivalent

Job description

H&R Block, Inc. seeks an Area Experience Leader to oversee a portfolio of 4-6 retail offices, ensuring a consistent, high-quality client experience across locations.

You will lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, deliver expert guidance, and create a welcoming, confident experience in every office. This is a hands-on, multi-office leadership role requiring travel between offices.