Area Experience Leader — Multi-Office Retail

H&R Block, Inc.; Frisco (TX); On-site; USD 110,000 - 170,000; 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 across locations.

You will set expectations for consultative service, operational execution, team performance, and business results while remaining hands-on in daily leadership. You\'ll coach Tax Professionals and Client Service Professionals, align staffing and facilities, and drive revenue growth and client satisfaction through disciplined execution and

Qualifications

• 3+ years leading teams in a multi‑unit retail, service, or operations environment with accountability for performance outcomes
• Bachelor’s degree or equivalent experience
• 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, including labor management
• Experience leading through change, including adoption of new processes and ways of working
• Ability to exercise independent judgment and prioritize competing demands across multiple locations
• Experience managing or partnering in operational areas such as facilities, staffing, or compliance
• Strong communication and problem‑solving skills, including handling client escalations and complex issues
• Ability to interpret data, identify trends, and translate insights into action
• Ability to travel frequently between assigned offices and work a schedule aligning with operational hours

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-centric mindset

Coaching and development

Cross-location coordination

Data interpretation / insights

Communication skills

Problem-solving

Travel availability

Schedule flexibility

Business results focus

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 across locations.

You will set expectations for consultative service, operational execution, team performance, and business results while remaining hands-on in daily leadership. You\'ll coach Tax Professionals and Client Service Professionals, align staffing and facilities, and drive revenue growth and client satisfaction through disciplined execution and