Area Experience Leader: Multi-Office Growth & Service

H&R Block; Northbridge (MA); On-site; USD 54,000 - 67,000; Full time

Job summary

H&R Block seeks an Area Experience Leader to manage a portfolio of 4–6 retail offices, delivering a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, set expectations, and balance strategic leadership with hands-on presence across locations.

You will own office readiness, staffing, compliance, and daily operations while driving revenue, growth, and client satisfaction through disciplined execution and strong team development.

Qualifications

• Required qualifications include a 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.
• Experience driving business and financial results while managing day-to-day operations across multiple locations, including labor management.
• Experience leading through change and adoption of new processes and ways of working.
• Ability to exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations and complex issues.

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 and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors while leading in-office client-centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching for consistent performance.
• Provide coaching informed by observed behaviors, performance outcomes, and real-time feedback to strengthen team execution.
• Identify patterns across offices, 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, and compliance.
• Own office and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding, and seasonal preparation.

Skills

Leadership

Client-centric mindset

Coaching

Data interpretation

Communication

Travel readiness

Schedule management

Problem solving

Education

Bachelor’s degree in related field

Job description

H&R Block seeks an Area Experience Leader to manage a portfolio of 4–6 retail offices, delivering a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, set expectations, and balance strategic leadership with hands-on presence across locations.

You will own office readiness, staffing, compliance, and daily operations while driving revenue, growth, and client satisfaction through disciplined execution and strong team development.