Area Experience Leader: Multi-Office Client Experience

H&R Block, Inc.; Shrewsbury (MA); On-site; USD 54,000 - 64,000; Full time

Job summary

H&R Block, Inc. seeks an Area Experience Leader to oversee 4–6 offices, ensuring a consistent consultative client experience and high operational standards. You will lead Tax Professionals and Client Service Professionals, coaching teams to meet performance targets and enhance client satisfaction.

This role requires strategic oversight with hands-on in-office presence, strong judgment, and the ability to manage staffing, facilities, and compliance across multiple locations.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 3+ years leading teams in multi-unit retail/service/operations with performance accountability.
• Strong client-centric mindset with consultative experience.
• Proven leadership with ability to coach, develop and drive accountability.
• Ability to drive business and financial results across multiple locations including labor management.
• Experience leading through change and adopting new processes.
• Ability to prioritize across locations with independent judgment.
• Experience managing facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling escalations.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to climb ladders and lift up to 20 pounds for office readiness.
• Willingness to travel frequently between offices.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations to reinforce strengths.
• Drive adoption of new client experience processes and behaviors.
• Lead Tax Professionals and Client Service Professionals with clear expectations and accountability.
• Provide coaching based on observed behaviors and performance outcomes.
• Identify patterns across offices and address performance gaps.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics and implement actions to improve results and retention.
• Ensure daily operations including staffing, scheduling, and compliance.
• Prepare for seasonal demand with facilities and workforce readiness.

Skills

Leadership

Client experience

People management

Strategic thinking

Data interpretation

Change management

Independent judgment

Facilities oversight

Communication skills

Problem solving

Travel readiness

Scheduling

Education

Bachelor’s degree in a related field or equivalent experience

Job description

H&R Block, Inc. seeks an Area Experience Leader to oversee 4–6 offices, ensuring a consistent consultative client experience and high operational standards. You will lead Tax Professionals and Client Service Professionals, coaching teams to meet performance targets and enhance client satisfaction.

This role requires strategic oversight with hands-on in-office presence, strong judgment, and the ability to manage staffing, facilities, and compliance across multiple locations.