Area Experience Leader: Multi-Office Ops & Growth

H&R Block; Bloomington (IN); On-site; USD 90,000 - 120,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4-6 retail offices, ensuring a consistently excellent client experience. You will set expectations for consultative service, manage operations, and drive team performance across locations.

The role requires coaching Tax Professionals and Client Service Professionals, aligning priorities, and driving revenue and client retention with hands-on leadership and strong judgment.

Qualifications

• Leads a portfolio of 4-6 retail offices with disciplined execution.
• Coaches Tax Professionals and Client Service Professionals to deliver consultative experiences.
• Drives revenue, growth, and operational performance across offices.

Responsibilities

• Own consistent 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 staff by setting clear expectations and coaching for performance.
• Provide coaching based on observed behaviors and outcomes.
• Identify patterns and address performance gaps across offices.
• Own revenue, growth, and business outcomes across offices.
• Monitor performance metrics and implement actions to improve results.
• Ensure daily operations, staffing, scheduling, and compliance are consistent across offices.
• Ensure office and workforce readiness including facilities and onboarding.

Skills

Leadership

Client-centric mindset

Coaching

Strategic oversight

People development

Operational discipline

Data interpretation

Education

Bachelor’s degree or equivalent experience

Tools

Facilities management

Labor management

Job description

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4-6 retail offices, ensuring a consistently excellent client experience. You will set expectations for consultative service, manage operations, and drive team performance across locations.

The role requires coaching Tax Professionals and Client Service Professionals, aligning priorities, and driving revenue and client retention with hands-on leadership and strong judgment.