Area Experience Leader: Multi-Office Growth & Service

H&R Block, Inc.; Hagerstown (MD); On-site; USD 54,000 - 64,000; Full time

Job summary

H&R Block, Inc. seeks an Area Experience Leader to oversee 4–6 retail offices, delivering a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, drive performance, and ensure office readiness across locations.

You will lead with hands-on, in-office presence, manage staffing and compliance, and align operations with business outcomes while traveling between offices as needed.

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 between assigned offices to maintain in-person presence.

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

Client-centric mindset

Communication skills

Problem solving

Data interpretation

Travel frequently

Schedule flexibility

Independent judgment

Coaching

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. seeks an Area Experience Leader to oversee 4–6 retail offices, delivering a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, drive performance, and ensure office readiness across locations.

You will lead with hands-on, in-office presence, manage staffing and compliance, and align operations with business outcomes while traveling between offices as needed.