Area Experience Leader - Multi-Office Excellence

H&R Block; Hampton (VA); On-site; USD 54,000 - 67,000; Full time

Job summary

H&R Block seeks an Area Experience Leader to oversee 4–6 offices, ensuring a consistent, high-quality client experience. You will set expectations for service, lead and coach Tax Professionals and Client Service Professionals, and balance strategic oversight with hands-on presence to drive client outcomes and business results.

You will own office readiness, staffing, facilities, compliance, and day-to-day operations, leveraging data to identify trends and improve performance across locations.

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.

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.
• 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.
• Own office and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding, and preparation for seasonal demand.

Skills

Leadership

Client-centric mindset

Communication

Team coaching

Data interpretation

Education

Bachelor's degree or equivalent experience

Job description

H&R Block seeks an Area Experience Leader to oversee 4–6 offices, ensuring a consistent, high-quality client experience. You will set expectations for service, lead and coach Tax Professionals and Client Service Professionals, and balance strategic oversight with hands-on presence to drive client outcomes and business results.

You will own office readiness, staffing, facilities, compliance, and day-to-day operations, leveraging data to identify trends and improve performance across locations.