Area Experience Leader — Multi-Office Excellence

H&R Block; Humble (TX); On-site; USD 90,000 - 140,000; Full time

Job summary

H&R Block seeks a structured, hands-on Area Experience Leader to oversee 4-6 retail offices, ensuring a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, set clear expectations, and drive operational excellence across locations.

You will own staffing, facilities, compliance, and day-to-day operations while monitoring metrics, improving client satisfaction, and growing business results across your portfolio.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years 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.
• Proven leadership ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results while managing day-to-day operations across multiple locations.
• Experience leading through change and adoption of new processes.
• Ability to exercise independent judgment and prioritize across locations.
• Experience with facilities, staffing, or compliance operations.
• Strong communication and problem-solving skills for client escalations.
• Ability to interpret data, identify trends, and translate insights into action.
• Willingness to travel frequently and work varied hours.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 offices with disciplined execution.
• Evaluate execution quality and client impact across locations to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviours in-office.
• Lead Tax Professionals and Client Service Professionals, setting clear expectations and accountability.
• Provide coaching based on observed behaviors, client interactions, and performance data.
• Identify patterns across offices and develop bench strength and high-potential talent.
• Own revenue, growth, and operational performance across assigned offices.
• Monitor performance metrics, identify trends, and implement actions to improve results.
• Ensure daily operations compliance, staffing, scheduling, labor management, and SOP adherence.
• Oversee office readiness, facilities, equipment, supplies, recruiting, and onboarding for seasonal demand.

Skills

Team Leadership

Client Experience

Operational Excellence

Communication

Travel Flexibility

Education

Bachelor’s degree or equivalent

Job description

H&R Block seeks a structured, hands-on Area Experience Leader to oversee 4-6 retail offices, ensuring a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, set clear expectations, and drive operational excellence across locations.

You will own staffing, facilities, compliance, and day-to-day operations while monitoring metrics, improving client satisfaction, and growing business results across your portfolio.