Area Experience Leader: Multi-Office Oversight

H&R Block, Inc.; New Castle (IN); On-site; USD 70,000 - 110,000; Full time

Job summary

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience. You will coach Tax Professionals and Client Service Professionals, lead operational readiness, and drive business results.

You will balance strategic oversight with hands‑on leadership, coaching teams to anticipate client needs and deliver expert guidance in every office. Expect frequent travel and a strong emphasis on client‑centric leadership.

Qualifications

• Bachelor’s degree in a 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.
• Strong leadership with ability to coach, develop, and hold teams accountable.
• Experience managing day‑to‑day operations across multiple locations, including labor management.
• Experience leading through change and adoption of new processes.
• Ability to travel frequently between offices.

Responsibilities

• Own delivery of a consistent 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; set clear expectations.
• Provide coaching informed by behaviors, feedback, and performance outcomes.
• Identify patterns, address performance gaps, and develop bench strength.
• Own revenue, growth, operational performance, and business outcomes.
• Monitor performance metrics and implement improvement actions.
• Ensure staffing, scheduling, compliance, SOPs, and service delivery.
• Oversee facilities, equipment, supplies, recruiting, onboarding, and seasonal prep.

Skills

Team leadership

Client-centric mindset

Coaching and development

Operational leadership

Data interpretation

Communication skills

Problem solving

Travel readiness

Flexible scheduling

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience. You will coach Tax Professionals and Client Service Professionals, lead operational readiness, and drive business results.

You will balance strategic oversight with hands‑on leadership, coaching teams to anticipate client needs and deliver expert guidance in every office. Expect frequent travel and a strong emphasis on client‑centric leadership.