Area Experience Leader: Multi-Office Client Experience & Ops

H&R Block, Inc.; Hudson (FL); On-site; USD 90,000 - 150,000; Full time

Job summary

H&R Block, Inc. seeks an Area Experience Leader to oversee 4–6 retail offices, delivering a consistent, high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, ensuring readiness, staffing, facilities, and compliant operations while aligning priorities with business results.

You will travel frequently to maintain in-person presence, set expectations for consultative service, and drive growth across the office portfolio.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years leading teams in a multi-unit retail/service/operations environment with accountability for performance outcomes.
• Strong client-centric mindset with consultative client experience.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results while managing day-to-day ops across multiple locations.
• Experience leading through change and adopting new processes.
• Willingness to travel frequently between offices.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices with disciplined execution.
• Evaluate execution quality and client impact to reinforce strengths and close gaps.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals, setting expectations and coaching.
• Provide coaching based on observed behaviors and performance to strengthen execution.
• Identify patterns, address gaps, and develop bench strength and talent.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics, identify trends, and improve business results, client acquisition, and retention.
• Ensure daily operations, staffing, scheduling, compliance, and service delivery.
• Oversee office readiness including facilities, supplies, recruiting, onboarding, and seasonal prep.

Skills

Leadership

Coaching

Client-centric

Communication

Problem-solving

Data interpretation

Team development

Education

Bachelor's degree

Job description

H&R Block, Inc. seeks an Area Experience Leader to oversee 4–6 retail offices, delivering a consistent, high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, ensuring readiness, staffing, facilities, and compliant operations while aligning priorities with business results.

You will travel frequently to maintain in-person presence, set expectations for consultative service, and drive growth across the office portfolio.