JOB OVERVIEW

Job Profile Summary At H&R Block, our purpose is to provide help and inspire confidence in our clients and communities everywhere. The Area Experience Leader plays a critical role in delivering a consistent, high-quality client experience across a portfolio of 4-6 retail offices, with primary accountability for ensuring clients feel welcomed, understood, supported, and confident in every interaction. This role sets and reinforces clear expectations for consultative service, client readiness, in-office execution, associate performance, business outcomes, and operational readiness. By balancing visible leadership presence, team coaching, and disciplined execution, the Area Experience Leader ensures each location is fully prepared to serve clients with excellence, drives strong financial results, and develops high-performing teams. What You'll Do As an Area Experience Leader, you are accountable for the end-to-end performance and operations of multiple offices , ensuring the consistent delivery of consultative, client centric experience. You serve as a leader of teams, developing Tax Professionals and Client Service Professionals to anticipate client needs, provide expert guidance, and create a welcoming, confident experience in every office. You reinforce behaviors, standards, and execution expectations that ensure clients feel understood, supported, and valued, and you use independent judgment to align priorities and decisions with both client outcomes and business performance across multiple locations. In addition to business and people leadership, you own office readiness and operational infrastructure, ensuring all offices meet expectations for facilities, staffing, compliance, and operational execution. This role requires balancing strategic oversight with hands-on leadership presence across offices, while serving as a strong, visible coach who develops talent and drives consistent execution. Job Duties & Responsibilities 1. Deliver and Evolve Area Client Experience

• 30%•Own consistent delivery of the consultative client experience across all assigned oAices, ensuring standards are executed with discipline and consistency.
• Evaluate execution quality and client impact across locations, using insights to reinforce strengths and address gaps while maintaining standards.
• Drive adoption of new client experience processes, tools, and behaviors across all offices.
• Visible role in demonstrating client-centric behaviors in the office. 2. Lead, Coach, and Develop Teams
• 20%•Lead tax professionals and client service professionals, setting expectations and reinforcing accountability.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes, using real-time client feedback and insights to reinforce strengths and address gaps.
• Identify patterns across offices and proactively coach to drive consistent behaviors and client experience.
• Build and develop bench strength and support progression of high-potential talent.
• Identify and address performance gaps across teams and locations. 3. Lead Multi-Unit Performance and Business Outcomes
• 15%•Own revenue, growth, and operational performance across 4-6 offices.
• Monitor performance metrics, identify trends, and implement actions to improve business and financial results.
• Execute local market strategies to drive client acquisition and retention. 4. Own Office Operations and Execution Across Locations
• 15%•Ensure consistent execution of daily operations across offices, including staffing, scheduling, and service delivery.
• Lead adoption of operating processes, ensuring alignment to defined standards.
• Exercise judgment in prioritization and execution across multiple locations.
• Ensure adherence to SOPs, compliance standards, and audit requirements.
• Manage labor and productivity to align with business demand. 5. Physical Office Operations & Readiness
• 10%•Own end-to-end office readiness, including facilities, equipment, supplies, and office setup/close-down.
• Manage real estate coordination, office readiness planning, and issue resolution in partnership with your leader and H&R Block partners.
• Ensure all offices meet brand, compliance, and operational standards. 6 Workforce Management, Hiring, and Readiness
• 10%•Responsible for recruiting, hiring, and onboarding across assigned offices.
• Ensure workforce readiness aligned to seasonal demand and business needs.
• Track hiring progress, onboarding completion, and workforce capability.

Additional Job Factors Work Environment:

Standard Office Environment Multi-location retail environment

Schedule:

Schedule aligns to office hours across assigned locations and may include evenings and weekends, including Saturdays, based on business needs Travel (% of Time) 10-15% Frequent in-day travel between assigned offices; minimal overnight travel. Special Physical Requirements

TBD QUALIFICATIONS

Education Minimum:

Bachelor's degree in a related field or equivalent experience

Work Experience Minimum Related Work Experience:

3+ years Qualifications

• Minimum Requirements 1.

Experience leading teams in a multi-unit retail, service, or operations environment with accountability for performance outcomes. 2. Strong client-centric mindset with experience delivering consultative client experience. 3. Strong leadership capability with proven ability to coach, develop, and hold teams accountable. 4. Demonstrated ability to drive business and financial results while managing day-to day operations across multiple locations, including labor management. 5. Experience leading through change, including adoption of new processes and ways of working. 6. Ability to exercise independent judgment and prioritize competing demands across multiple locations. 7. Experience managing or partnering in operational areas such as facilities, staffing, or compliance. 8. Strong communication and problem-solving skills, including handling client escalations and complex issues. 9. Ability to interpret data, identify trends, and translate insights into action. 10. Willingness to maintain consistent in-person presence across multiple office locations. Qualifications

• Preferred Requirements 1.

Experience with seasonal workforce planning, hiring, and readiness execution. 2. Experience partnering cross-functionally including operations, facilities, talent acquisition, and analytics. 3. Experience with office readiness, facilities, coordination, or operational infrastructure across multiple locations.

Pay:

$64,600.00

• $76,700.

00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Professional development assistance Retirement plan Vision insurance

Work Location:

In person