Area Experience Leader - Multi-Office Coach & Ops Lead

H&R Block, Inc.; Cleveland (TN); On-site; USD 90,000 - 120,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to supervise 4–6 retail offices, ensuring a consistent, high‑quality client experience and strong operational readiness across locations.

You will coach Tax Professionals and Client Service Professionals, drive process adoption, and align priorities to deliver revenue growth and client satisfaction. This hands‑on role requires travel and flexible hours to meet business needs.

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 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.
• Experience managing or partnering in operational areas such as facilities, staffing, or compliance.
• Ability to travel frequently in‑day, with minimal overnight travel, between assigned 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, 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

Communication

Data interpretation

Travel readiness

Education

Bachelor’s degree

Job description

H&R Block is seeking an Area Experience Leader to supervise 4–6 retail offices, ensuring a consistent, high‑quality client experience and strong operational readiness across locations.

You will coach Tax Professionals and Client Service Professionals, drive process adoption, and align priorities to deliver revenue growth and client satisfaction. This hands‑on role requires travel and flexible hours to meet business needs.