Area Experience Leader: Multi-Office Retail

H&R Block; Pearl (MS); On-site; USD 100,000 - 140,000; Full time

Job summary

H&R Block 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, balance strategic leadership with hands-on presence, and drive revenue and operational performance.

You will own office readiness across locations, including staffing, facilities, compliance, and day-to-day operations, while using data-driven insights to elevate performance and client outcomes.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years of work experience leading teams in a multi-unit environment with accountability for performance outcomes.
• Strong client-centric mindset with experience delivering consultative client experience.
• Proven leadership ability to coach, develop, and hold teams accountable across locations.
• Experience driving business and financial results while managing day-to-day operations across multiple locations.
• Experience leading through change, including adoption of new processes and ways of working.

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

People management

Change management

Data interpretation

Strategic planning

Client experience

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block 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, balance strategic leadership with hands-on presence, and drive revenue and operational performance.

You will own office readiness across locations, including staffing, facilities, compliance, and day-to-day operations, while using data-driven insights to elevate performance and client outcomes.