Area Experience Leader: Multi-Office Retail Growth

H&R Block, Inc.; Norwood (MA); On-site; USD 65,000 - 77,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, delivering a consistent, high-quality consultative client experience across all locations. You will coach Tax Professionals and Client Service Professionals, set expectations, and align priorities with business results.

You will own office readiness, staffing, facilities, compliance, and day-to-day operations, driving performance while maintaining a hands-on presence and strong client focus across multiple offices.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• Experience leading multi-unit teams with accountability for performance outcomes.
• Strong client-centric mindset and ability to deliver consultative experiences.
• Proven leadership with coaching, accountability and development skills.
• Ability to drive business results while managing day-to-day operations across locations.
• Experience managing facilities, staffing, or compliance.
• Strong communication, problem-solving, and data interpretation skills.

Responsibilities

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

Skills

Client-centric leadership

Team coaching

Cross-location supervision

Strategic execution

Data interpretation

Communication

Problem-solving

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, delivering a consistent, high-quality consultative client experience across all locations. You will coach Tax Professionals and Client Service Professionals, set expectations, and align priorities with business results.

You will own office readiness, staffing, facilities, compliance, and day-to-day operations, driving performance while maintaining a hands-on presence and strong client focus across multiple offices.