Area Experience Leader: Multi-Office Excellence

H&R Block; Pennsville Township (NJ); On-site; USD 54,000 - 67,000; Full time

Job summary

H&R Block 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, operations, team performance, and business results.

You will coach Tax Professionals and Client Service Professionals, balancing strategic oversight with in-office presence to align priorities and drive client outcomes. You’ll own readiness, staffing, and daily operations across offices.

Qualifications

• Bachelor's degree in a related field 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
• 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
• Ability to climb ladders and lift up to 20 pounds for office readiness and upkeep
• Ability to travel frequently in-day between offices to maintain presence
• Ability to work a schedule that aligns with operational hours across locations including evenings and weekends

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices
• Evaluate execution quality and client impact across locations using insights to reinforce strengths and improve the experience
• Drive adoption of new client experience processes, tools, and behaviors with client-centric leadership in the office
• Lead Tax Professionals and Client Service Professionals by setting expectations, reinforcing accountability, and coaching to consistent performance
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes to strengthen team execution
• Identify patterns across offices, address performance gaps, 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 business results and retention
• Ensure consistent daily operations including staffing, scheduling, labor management, compliance, SOPs, and service delivery
• Own office and workforce readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal preparation

Skills

Leadership

Client-centric

Operations management

Change management

Prioritization

Facilities management

Communication

Data analysis

Physical ability

Travel willingness

Flexible schedule

Education

Bachelor's degree

Job description

H&R Block 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, operations, team performance, and business results.

You will coach Tax Professionals and Client Service Professionals, balancing strategic oversight with in-office presence to align priorities and drive client outcomes. You’ll own readiness, staffing, and daily operations across offices.