Area Experience Leader — Multi-Office Growth & Ops

H&R Block; Gilbert (AZ); On-site; USD 90,000 - 120,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, delivering a consistently high-quality consultative client experience. You will coach Tax Professionals and Client Service Professionals, ensuring readiness, staffing, and compliant operations across all locations.

The role requires balancing strategic oversight with hands-on leadership, driving revenue, improvement, and strong client outcomes while traveling between offices to maintain in-person presence.

Qualifications

• Bachelor’s degree in a related field 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.
• 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 travel frequently in day, with minimal overnight travel, between assigned offices to maintain consistent in-person presence across multiple office locations.
• Ability to work a schedule that aligns with operational hours across locations, including evenings, weekends, and Saturdays as needed to meet business demands.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 assigned offices with discipline and consistency.
• Evaluate execution quality and client impact across locations using insights to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors in the office.
• Lead Tax Professionals and Client Service Professionals by setting expectations, reinforcing accountability, and coaching for performance.
• Provide coaching informed by observed behaviors and outcomes to strengthen team execution.
• Identify patterns across offices and develop bench strength and high-potential talent.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics and implement actions to improve results, client acquisition, and retention.
• Ensure 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 seasonal preparation.

Skills

Leadership

Client-centric

Communication

Problem-solving

Data interpretation

Travel readiness

Coaching

Scheduling flexibility

Education

Bachelor's degree or equivalent

Job description

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, delivering a consistently high-quality consultative client experience. You will coach Tax Professionals and Client Service Professionals, ensuring readiness, staffing, and compliant operations across all locations.

The role requires balancing strategic oversight with hands-on leadership, driving revenue, improvement, and strong client outcomes while traveling between offices to maintain in-person presence.