Area Experience Leader — Multi-Office Director

H&R Block; Scranton (Lackawanna County); On-site; USD 90,000 - 130,000; Full time

Job summary

H&R Block seeks an Area Experience Leader to oversee 4–6 offices, delivering a consistent, consultative client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and drive operational performance while ensuring readiness and staffing across offices.

You will balance strategic oversight with hands-on presence, using data and feedback to lift client outcomes and business results across the portfolio.

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 leading through change, including adoption of new processes and ways of working.
• 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

Coaching

Client experience

Operations management

Staffing

Communication

Travel readiness

Education

Bachelor's degree or equivalent

Job description

H&R Block seeks an Area Experience Leader to oversee 4–6 offices, delivering a consistent, consultative client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and drive operational performance while ensuring readiness and staffing across offices.

You will balance strategic oversight with hands-on presence, using data and feedback to lift client outcomes and business results across the portfolio.