Area Experience Leader: Multi-Office Growth & Service

H&R Block; Brooklyn Center (MN); On-site; USD 54,000 - 67,000; Full time

Benefits offered by this job

401(k) plan

Medical benefits

Employee discounts

Paid time off

Job summary

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You will guide Tax Professionals and Client Service Professionals with a strong, client-centric approach while balancing strategic oversight and in-office leadership.

The role emphasizes staffing, facilities, compliance, and day-to-day operations, with a focus on revenue growth and strong business results across offices.

Qualifications

• Bachelor’s degree in a related field 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 adopting new processes.
• Ability to prioritize across multiple locations with independent judgment.
• Experience in 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.
• Ability to travel frequently in-day across offices.
• Ability to work a schedule aligned with hours including evenings and weekends.

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

Leadership

Multisite management

Client-centric

Data-driven

Communication

Coaching & training

Operational excellence

Travel readiness

Change management

Strategic alignment

Education

Bachelor's degree or equivalent experience

Job description

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You will guide Tax Professionals and Client Service Professionals with a strong, client-centric approach while balancing strategic oversight and in-office leadership.

The role emphasizes staffing, facilities, compliance, and day-to-day operations, with a focus on revenue growth and strong business results across offices.