Area Experience Leader — Multi-Office Excellence

H&R Block, Inc.; Gilroy (CA); On-site; USD 72,000 - 81,000; Full time

Job summary

H&R Block, Inc. seeks an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across locations.

You will set expectations for service, drive operational excellence, and coach Tax Professionals and Client Service Professionals to deliver expert guidance and a welcoming atmosphere. You will own office readiness, staffing, compliance, and day-to-day operations, using leadership and analysis to improve performance and client outcomes across the

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years work experience leading teams in a multi-unit 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 driving business and financial results while managing day-to-day operations across multiple locations.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching for performance.
• Provide coaching informed by observed behaviors and performance outcomes to strengthen team execution.
• Identify patterns across offices and develop bench strength and talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve results and retention.
• Ensure daily operations, staffing, scheduling, and compliance across offices.
• Own office readiness, facilities, equipment, and onboarding for seasonal demand.

Skills

Leadership

Client-centric mindset

Coaching

Communication

Problem solving

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. seeks an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across locations.

You will set expectations for service, drive operational excellence, and coach Tax Professionals and Client Service Professionals to deliver expert guidance and a welcoming atmosphere. You will own office readiness, staffing, compliance, and day-to-day operations, using leadership and analysis to improve performance and client outcomes across the