Area Experience Leader: Multi-Office Client Experience

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

Job summary

H&R Block seeks an Area Experience Leader to oversee a portfolio of 4-6 offices, ensuring a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, set expectations, and drive revenue, operational performance, and readiness across the offices.

The role requires 3+ years of multi-unit leadership, a client-centric mindset, and the ability to travel frequently to maintain in-person presence.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years work experience leading teams in a multi-unit retail, service, or operations environment.
• Strong client-centric mindset with experience delivering consultative client experience.
• Proven leadership capability with coaching and accountability.
• Ability to drive business and financial results while managing day-to-day operations across multiple locations.
• Experience leading through change and adoption of new processes.
• Ability to exercise independent judgment and prioritize across locations.
• Experience with facilities, staffing, or compliance.
• Strong communication and problem-solving skills.
• Ability to interpret data, identify trends, and translate insights into action.
• Willingness to climb ladders and lift up to 20 pounds, and to travel frequently between offices.

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 close gaps.
• Drive adoption of new client experience processes, tools, and behaviors with visible client-centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching for consistent performance.
• Provide coaching informed by observed behaviors, client interactions, and performance data to strengthen team execution.
• Identify patterns across offices, address performance gaps, and develop bench strength and high-potential talent.
• Own revenue, growth, and operational performance across offices; monitor metrics and trends to improve results.
• Ensure daily operations across offices meet staffing, scheduling, labor management, compliance, and SOPs.
• Oversee office readiness, facilities, supplies, recruitment, onboarding, and seasonal readiness.

Skills

Leadership

Multi-unit leadership

Client experience

Coaching

Data interpretation

Travel readiness

Education

Bachelor's degree or equivalent experience

Job description

H&R Block seeks an Area Experience Leader to oversee a portfolio of 4-6 offices, ensuring a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, set expectations, and drive revenue, operational performance, and readiness across the offices.

The role requires 3+ years of multi-unit leadership, a client-centric mindset, and the ability to travel frequently to maintain in-person presence.