Area Experience Leader: Multi-Office Retail

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

Job summary

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4-6 offices, ensuring a consistent consultative client experience. You will coach Tax Professionals and Client Service Professionals while balancing strategic oversight with hands-on leadership across locations.

You will own staffing, facilities, and day-to-day operations, drive revenue and growth, and align priorities to deliver strong client outcomes and business performance. Travel to multiple offices is required.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• 3+ years work experience leading teams in a multi-unit 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, 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 climb ladders and lift up to 20 pounds for office readiness and operations, with or without accommodation.
• Ability to travel frequently in-day, with minimal overnight travel, between assigned offices.
• Ability to work a schedule aligning with hours across locations, including evenings, weekends, and Saturdays.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 offices.
• Evaluate execution quality and client impact across locations and drive improvements.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes.
• Identify patterns across offices, address performance gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics, identify trends, and implement actions to improve results.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Own office readiness, facilities, equipment, and onboarding for seasonal demand.

Skills

Leadership

Client experience

Coaching

Data analysis

Strategic thinking

Communication

Education

Bachelor's degree or equivalent

Job description

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4-6 offices, ensuring a consistent consultative client experience. You will coach Tax Professionals and Client Service Professionals while balancing strategic oversight with hands-on leadership across locations.

You will own staffing, facilities, and day-to-day operations, drive revenue and growth, and align priorities to deliver strong client outcomes and business performance. Travel to multiple offices is required.