Area Experience Leader - Multi-Office Operations

H&R Block; The Woodlands (TX); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Life and career support

Job summary

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

In this hands-on leadership role, you’ll coach Tax Professionals and Client Service Professionals, ensure office readiness, handle staffing and compliance, and travel among offices to maintain strong in-person presence

Qualifications

• Bachelor’s degree in related field 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.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results while managing day-to-day operations across multiple locations.
• Experience managing facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations.
• Ability to travel frequently between offices and align schedules with operating hours.
• Ability to climb ladders and lift up to 20 pounds as part of office readiness.

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

Client-focused

Data interpretation

Change management

Facilities & staffing oversight

Travel readiness

Communication

Education

Bachelor’s degree

Job description

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

In this hands-on leadership role, you’ll coach Tax Professionals and Client Service Professionals, ensure office readiness, handle staffing and compliance, and travel among offices to maintain strong in-person presence