Multi-Office Experience Leader

H&R Block, Inc.; Wichita Falls (TX); On-site; USD 120,000 - 180,000; 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 all locations.

You’ll lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance in a welcoming, confident environment. In this hands-on leadership role, you’ll manage staffing, facilities, compliance, and day-to-day operations while driving revenue, growth, and performance.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years work experience leading teams in a multi-unit retail, service, or 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.
• 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 in-day, with minimal overnight travel, between assigned offices.
• Ability to work a schedule that aligns with operational hours across locations, including evenings, weekends, and Saturdays.
• Ability to climb ladders and lift up to 20 pounds in support of office readiness.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices, ensuring standards are executed with discipline.
• Evaluate execution quality and client impact across locations, using insights to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors while demonstrating client-centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching to performance.
• Provide coaching informed by observed behaviors, client interactions, and real-time feedback to strengthen team execution.
• Identify patterns across offices, 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 results, acquisition, and retention.
• Ensure daily operations across offices, including staffing, scheduling, labor management, compliance, and SOPs.
• Own office and workforce readiness, including facilities, equipment, supplies, recruiting, onboarding, and seasonal prep.

Skills

Leadership

Client-centric mindset

Communication skills

Problem-solving

Data interpretation

Analytical thinking

Travel readiness

Physical ability

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 all locations.

You’ll lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance in a welcoming, confident environment. In this hands-on leadership role, you’ll manage staffing, facilities, compliance, and day-to-day operations while driving revenue, growth, and performance.