Area Experience Leader: Multi‑Office Ops & Growth

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

Job summary

H&R Block, Inc. is seeking an Area Experience Leader to manage 4–6 retail offices, delivering a consistent, high-quality client experience across locations.

You’ll set expectations for consultative service, operational execution, team performance, and business results. You’ll coach Tax Professionals and Client Service Professionals, empower teams to anticipate client needs, and maintain a hands-on leadership presence to drive revenue, readiness, and exceptional client outcomes across the

Qualifications

• Bachelor’s degree 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.
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable.
• Demonstrated ability to drive business and financial results while managing day‑to‑day operations across multiple locations.

Responsibilities

• Own consistent 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, tools, and behaviors.
• 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

Multi-unit management

Client-centric mindset

Coaching & development

Strategic thinking

Communication

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking an Area Experience Leader to manage 4–6 retail offices, delivering a consistent, high-quality client experience across locations.

You’ll set expectations for consultative service, operational execution, team performance, and business results. You’ll coach Tax Professionals and Client Service Professionals, empower teams to anticipate client needs, and maintain a hands-on leadership presence to drive revenue, readiness, and exceptional client outcomes across the