Area Experience Leader — Multi-Office Growth & Excellence

H&R Block; Thousand Oaks (CA); On-site; USD 70,000 - 75,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, delivering a consistent, high-quality client experience across locations. You will set expectations for consultative service, operations, and team performance while coaching Tax Professionals and Client Service Professionals.

In this hands-on role, you’ll own staffing, facilities, compliance, scheduling, and readiness for seasonal demand, travel frequently among offices, and guide teams to drive revenue and client

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.
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable.
• Ability to drive 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 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 in the office
• 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
• Identify patterns across offices, proactively address performance gaps, and develop bench strength and high-potential talent
• Own revenue, growth, operational performance, and business outcomes across assigned offices
• Monitor performance metrics, identify trends, and implement actions to improve business results, client acquisition, and retention
• Ensure consistent execution of daily operations across offices, including staffing, scheduling, labor management, compliance, SOPs, and service delivery
• Own office and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding, and preparation for seasonal demand

Skills

Multi-site leadership

Talent development

Operational excellence

Staffing and scheduling

Analytics & data interpretation

Client experience leadership

Education

Bachelor's degree or equivalent experience

Job description

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, delivering a consistent, high-quality client experience across locations. You will set expectations for consultative service, operations, and team performance while coaching Tax Professionals and Client Service Professionals.

In this hands-on role, you’ll own staffing, facilities, compliance, scheduling, and readiness for seasonal demand, travel frequently among offices, and guide teams to drive revenue and client