Area Experience Leader — Multi-Office Growth & Service

H&R Block; Menomonie (WI); Hybrid; USD 95,000 - 135,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Support for life outside work

Job summary

H&R Block is seeking an Area Experience Leader to oversee 4–6 offices, ensuring a consistent, high-quality client experience while coaching Tax Professionals and Client Service Professionals. You will set expectations, drive performance, and own office readiness across locations.

The role emphasizes hands-on leadership, strategic oversight, and disciplined execution to strengthen client outcomes and business results in a multi-office environment.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in multi-unit retail/service/operations with accountability for performance.
• Strong client-centric mindset with experience delivering consultative client experience.
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable.
• Drive business and financial results while managing day-to-day ops across multiple locations.
• Experience leading through change and adoption of new processes.
• Ability to exercise independent judgment and prioritize competing demands.
• 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.
• Physical ability to climb ladders and lift up to 20 lbs for office readiness.
• Frequent day travel between offices with minimal overnight stays.
• Able to work evenings, weekends, and Saturdays as needed.

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

Team leadership

Coaching

Client-centric

Communication

Data interpretation

Travel readiness

Problem solving

Education

Bachelor's degree

Job description

H&R Block is seeking an Area Experience Leader to oversee 4–6 offices, ensuring a consistent, high-quality client experience while coaching Tax Professionals and Client Service Professionals. You will set expectations, drive performance, and own office readiness across locations.

The role emphasizes hands-on leadership, strategic oversight, and disciplined execution to strengthen client outcomes and business results in a multi-office environment.