Area Experience Leader: Multi-Office Operations

H&R Block, Inc.; Cincinnati (OH); On-site; USD 90,000 - 140,000; Full time

Job summary

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

As a hands‑on leader, you’ll coach Tax Professionals and Client Service Professionals, drive revenue and business results, and ensure office readiness, staffing, and day‑to‑day operations across multiple offices to deliver exceptional client service.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 3+ years leading teams in multi-unit retail, service, or operations with performance accountability.
• Strong client-centric mindset with experience delivering consultative client experiences.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results while managing day-to-day operations.
• Experience leading through change and adopting new processes.
• Ability to travel frequently between offices with minimal overnight travel.
• Strong communication and problem-solving skills; data-driven decision making.

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

Leadership

Coaching

Strategic thinking

Operational excellence

People management

Communication

Data interpretation

Travel readiness

Problem solving

Change management

Education

Bachelor’s degree in related field

Job description

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

As a hands‑on leader, you’ll coach Tax Professionals and Client Service Professionals, drive revenue and business results, and ensure office readiness, staffing, and day‑to‑day operations across multiple offices to deliver exceptional client service.