Area Experience Leader - Multi-Office Client Experience

H&R Block, Inc.; El Paso (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Career development

Job summary

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4–6 retail offices and deliver a consistently high-quality client experience.

You will lead and develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and provide expert guidance in a welcoming, confident setting. You will own office readiness, staffing, facilities, and day‑to‑day operations while driving revenue, growth, and business results across all offices.

Qualifications

• Bachelor’s degree 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.

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

Leadership

Client-centric

Multi-site operations

Coaching & development

Change management

Data interpretation

Travel readiness

Communication

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4–6 retail offices and deliver a consistently high-quality client experience.

You will lead and develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and provide expert guidance in a welcoming, confident setting. You will own office readiness, staffing, facilities, and day‑to‑day operations while driving revenue, growth, and business results across all offices.