Area Experience Leader: Multi-Office Retail Leadership

H&R Block; Wilmington (DE); On-site; USD 85,000 - 110,000; 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 across all locations. You’ll set expectations for consultative service, coach teams, and drive business results with hands‑on leadership.

As a visible leader, you’ll balance strategic oversight with in‑office presence, manage staffing, facilities, and day‑to‑day operations, and develop bench strength to deliver a welcoming, confident experience for clients across

Qualifications

• Bachelor’s degree or equivalent experience in related field.
• 3+ years leading teams in a multi-unit retail/service/operations 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.
• Experience driving 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.

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

Coaching

Data analytics

Communication

Problem solving

Change management

Decision making

Operational oversight

Multi-location management

Education

Bachelor's degree or equivalent

Job description

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience across all locations. You’ll set expectations for consultative service, coach teams, and drive business results with hands‑on leadership.

As a visible leader, you’ll balance strategic oversight with in‑office presence, manage staffing, facilities, and day‑to‑day operations, and develop bench strength to deliver a welcoming, confident experience for clients across