Area Experience Leader: Multi-Office Growth & Excellence

H&R Block, Inc.; Taylor (MI); On-site; USD 90,000 - 130,000; 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 and strong operational execution.

You will coach Tax Professionals and Client Service Professionals, set expectations, monitor performance, and drive revenue and client satisfaction across offices. This hands-on leadership role requires travel and readiness across locations.

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 consultative client experience.
• Strong leadership capability 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 and adoption of new processes.
• Ability to exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing facilities, staffing, or compliance.
• Strong communication and problem‑solving skills including handling client escalations.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to travel frequently in‑day with minimal overnight travel.
• Ability to work a schedule aligning with operational hours (evenings, weekends, Saturdays).

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices.
• Evaluate execution quality and client impact across locations; reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals; set expectations and coach for consistency.
• Provide coaching informed by observed behaviors, performance outcomes, and real-time feedback.
• Identify patterns across offices; address performance gaps and develop bench strength.
• Own revenue, growth, and business outcomes across offices.
• Monitor performance metrics and implement actions to improve results and client retention.
• Ensure consistent daily operations across offices, including staffing, scheduling, and compliance.
• Oversee office readiness, facilities, supplies, recruiting, onboarding, and seasonal prep.

Skills

Leadership

Client-centric mindset

Coaching

Communication

Travel readiness

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 and strong operational execution.

You will coach Tax Professionals and Client Service Professionals, set expectations, monitor performance, and drive revenue and client satisfaction across offices. This hands-on leadership role requires travel and readiness across locations.