Multi-Office Experience Leader: Coaching, Ops & Growth

H&R Block; Arkansas; On-site; USD 70,000 - 100,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4-6 retail offices, delivering a consistently excellent client experience across locations. The role demands hands-on leadership, coaching teams, and balancing strategic oversight with in-office presence to ensure service excellence and strong business results.

You'll guide Tax Professionals and Client Service Professionals, set clear expectations, monitor performance, and drive adoption of new client experience processes

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in a multi-unit retail or service environment.
• Strong client-centric mindset with consultative experience.
• Proven coaching and accountability skills for teams.
• Experience driving business results across multiple locations.

Responsibilities

• Own consistent delivery of the client experience across 4-6 offices.
• Evaluate execution quality and client impact to improve experience.
• Lead adoption of new client experience processes and tools.
• Coach Tax Professionals and Client Service Professionals for performance.
• Provide real-time feedback to strengthen team execution.
• Identify patterns and develop bench strength across offices.
• Own revenue, growth, and operational performance.
• Monitor metrics and improve business results and client acquisition.
• Ensure daily operations, staffing, scheduling, compliance, and SOPs.

Skills

Team leadership

Client-centric mindset

Strategic thinking

Coaching & development

Data-driven decision making

Communication

Travel readiness

Operational excellence

Problem solving

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4-6 retail offices, delivering a consistently excellent client experience across locations. The role demands hands-on leadership, coaching teams, and balancing strategic oversight with in-office presence to ensure service excellence and strong business results.

You'll guide Tax Professionals and Client Service Professionals, set clear expectations, monitor performance, and drive adoption of new client experience processes