Area Experience Leader - Multi-Office Leadership

H&R Block, Inc.; Denham Springs (LA); On-site; USD 90,000 - 130,000; Full time

Job summary

H&R Block, Inc. seeks a proactive Area Experience Leader to manage a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience and strong business results across locations.

You will coach Tax Professionals and Client Service Professionals, set expectations, and drive readiness and operational excellence in every office. You will lead through change, monitor performance, and tailor staffing and processes to optimize client satisfaction and growth, while maintaining

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 climb ladders and lift up to 20 pounds in support of office readiness.
• Ability to travel frequently in‑day, with minimal overnight travel, between assigned offices.
• Ability to work a schedule that aligns with operational hours across locations.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations; use insights to improve the experience.
• Drive adoption of new client experience processes, tools, and behaviors; demonstrate client‑centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching performance.
• Provide coaching informed by observed behaviours and outcomes to strengthen team execution.
• Identify patterns across offices and address performance gaps; develop bench strength.
• Own revenue, growth, and business outcomes across offices.
• Monitor performance metrics and implement actions to improve results and retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Oversee office readiness, facilities, equipment, and onboarding for seasonal demand.

Skills

Leadership

Client‑centric mindset

Coaching

Operational oversight

Analytical thinking

Education

Bachelor’s degree

Job description

H&R Block, Inc. seeks a proactive Area Experience Leader to manage a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience and strong business results across locations.

You will coach Tax Professionals and Client Service Professionals, set expectations, and drive readiness and operational excellence in every office. You will lead through change, monitor performance, and tailor staffing and processes to optimize client satisfaction and growth, while maintaining