Area Experience Leader: Multi-Office Coach & Ops Lead

H&R Block; Waltham (MA); On-site; USD 62,000 - 77,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Life outside work support

Job summary

H&R Block seeks an Area Experience Leader to manage 4–6 retail offices, ensuring a consistent consultative client experience and high operational standards. You will coach Tax Professionals and Client Service Professionals, align priorities, and drive revenue and client outcomes across locations.

As a visible leader, you will balance strategic oversight with in-office presence, using data to guide improvements, staffing readiness, and seasonal shift planning for the offices you oversee.

Qualifications

• Bachelor’s degree 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.
• Demonstrated ability to drive business and financial results while managing day‑to‑day operations across multiple locations, including labor management.
• Experience leading through change, including adoption of new processes and ways of working.
• Ability to exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing or partnering in operational areas such as facilities, staffing, or compliance.
• Strong communication and problem‑solving skills, including handling client escalations and complex issues.
• Ability to interpret data, identify trends, and translate insights into action.

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 mindset

Problem-solving

Data interpretation

Communication

Change management

Travel readiness

Independent judgment

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block seeks an Area Experience Leader to manage 4–6 retail offices, ensuring a consistent consultative client experience and high operational standards. You will coach Tax Professionals and Client Service Professionals, align priorities, and drive revenue and client outcomes across locations.

As a visible leader, you will balance strategic oversight with in-office presence, using data to guide improvements, staffing readiness, and seasonal shift planning for the offices you oversee.