Area Experience Leader: Multi-Office Operations

H&R Block; Brockton (MA); On-site; USD 62,000 - 77,000; Full time

Job summary

H&R Block seeks an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You will set expectations, coach teams, and balance strategic oversight with hands-on leadership to deliver strong business results.

You'll recruit and develop Tax Professionals and Client Service Professionals, manage operations, staffing, facilities, and compliance, and travel regularly to maintain in-person presence across offices.

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.
• Physical ability to climb ladders and lift up to 20 pounds.

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-potentials
• 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

People leadership

Client experience

Operational management

Staffing

Coaching

Data interpretation

Communications

Education

Bachelor's degree or equivalent experience

Job description

H&R Block seeks an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You will set expectations, coach teams, and balance strategic oversight with hands-on leadership to deliver strong business results.

You'll recruit and develop Tax Professionals and Client Service Professionals, manage operations, staffing, facilities, and compliance, and travel regularly to maintain in-person presence across offices.