Area Experience Leader: Multi-Office Client & Ops Lead

H&R Block, Inc.; Waynesville (NC); On-site; USD 90,000 - 130,000; Full time

Job summary

H&R Block, Inc. is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices. You will drive a consistent, consultative client experience and oversee staffing, facilities, and day-to-day operations to deliver outstanding service.

You will coach Tax Professionals and Client Service Professionals, align priorities, and travel between offices to ensure in-person leadership and strong execution across locations.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in multi-unit retail/service/ops with performance responsibilities.
• Strong client-centric mindset with consultative experience.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results across multiple locations, including labor management.
• Ability to adapt to change and implement new processes across locations.
• Ability to prioritize competing demands and 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 to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors with client-centric leadership in the office.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching to consistent performance.
• Provide coaching informed by observed behaviors and performance outcomes to strengthen team execution.
• Identify patterns across offices, 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 act to improve results, client acquisition, and retention.
• Ensure daily operations across offices including staffing, scheduling, compliance, and service delivery.

Skills

Team leadership

Client-centric mindset

Coaching

Data interpretation

Communication

Problem solving

Travel readiness

Education

Bachelor’s degree

Job description

H&R Block, Inc. is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices. You will drive a consistent, consultative client experience and oversee staffing, facilities, and day-to-day operations to deliver outstanding service.

You will coach Tax Professionals and Client Service Professionals, align priorities, and travel between offices to ensure in-person leadership and strong execution across locations.