Area Experience Leader - Multi-Office Operations

H&R Block, Inc.; Chula Vista (CA); On-site; USD 72,000 - 75,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations. You’ll set expectations for consultative service, operational excellence, and team performance.

As a hands‑on leader, you’ll coach Tax Professionals and Client Service Professionals, align priorities, and drive revenue and client retention through disciplined execution.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years of multi-unit team leadership with accountable performance outcomes.
• Strong client-centric mindset and consultative client experience.
• Proven ability to coach, develop, and hold teams accountable.
• Experience managing day-to-day operations across multiple locations, including labor management.
• Experience leading through change and adopting new processes.
• Ability to travel frequently across offices.

Responsibilities

• Own delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes and tools.
• Lead teams by setting expectations and coaching for performance.
• Provide coaching based on observed behaviors and feedback.
• Identify patterns, address gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics and act to improve results and client retention.
• Ensure daily operations, staffing, scheduling, and compliance.
• Prepare offices for seasonal demand and readiness.

Skills

Leadership

Client experience

Communication

Coaching

Data interpretation

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations. You’ll set expectations for consultative service, operational excellence, and team performance.

As a hands‑on leader, you’ll coach Tax Professionals and Client Service Professionals, align priorities, and drive revenue and client retention through disciplined execution.