Area Experience Leader: Multi-Office Ops & Client Experience

H&R Block, Inc.; City of Rochester (NY); On-site; USD 62,000 - 67,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Life balance support

Job summary

H&R Block is seeking an Area Experience Leader to manage 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations. You will guide Tax Professionals and Client Service Professionals, setting expectations, coaching teams, and aligning staffing to deliver excellence.

This role balances strategic oversight with hands‑on leadership to strengthen execution and business results. You will own office readiness, staffing, facilities, compliance, and day‑to‑day operations

Qualifications

• 3+ years leading teams in a multi-unit retail, service, or operations environment.
• Strong client-centric mindset with experience delivering consultative client experience.
• Proven leadership with coaching and accountability.
• Experience driving business and financial results across multiple locations, including labor management.
• Ability to manage change and adopt new processes.
• Ability to travel frequently and work across multiple locations.
• Strong communication and problem-solving skills.
• Able to lift up to 20 pounds and perform office readiness tasks.

Responsibilities

• Own delivery of 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 Tax Professionals and Client Service Professionals, coaching for consistent performance.
• Provide coaching based on observed behaviors and performance outcomes.
• Identify patterns, address performance gaps, and develop bench strength.
• Own revenue, growth and operating results across offices.
• Monitor performance metrics and implement actions to improve results.
• Ensure daily operations across offices, including staffing and compliance.
• Oversee office readiness, facilities, supplies, and onboarding for seasonal demand.

Skills

Leadership

Client-centric mindset

Coaching & development

Operations management

Data interpretation

Communication

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking an Area Experience Leader to manage 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations. You will guide Tax Professionals and Client Service Professionals, setting expectations, coaching teams, and aligning staffing to deliver excellence.

This role balances strategic oversight with hands‑on leadership to strengthen execution and business results. You will own office readiness, staffing, facilities, compliance, and day‑to‑day operations