District Experience Manager
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Job Description
District leader guiding 32 H&R Block retail tax offices through Area Experience Leaders. Driving client experience, talent readiness, operations, local growth, and business results.
Responsibilities:
- Lead a district of approximately 32 H&R Block retail tax offices through a team of 7–8 Area Experience Leaders
- Translate regional and enterprise priorities into clear actions supporting consistent, high-quality client experiences, associate engagement, and business results
- Coach, develop, and hold Area Experience Leaders accountable for client experience, associate engagement, workforce readiness, local growth, operational execution, and business results
- Reinforce consultative service expectations and use client feedback, field observations, and office-level insights to improve consistency, quality, and client loyalty
- Use client, associate, workforce, and business insights to prioritize actions, remove barriers, allocate resources, and close performance gaps
- Build and execute district talent plans supporting hiring, development, retention, succession readiness, leadership capability, and workforce readiness
- Reinforce standards for compliance, labor management, workforce execution, facilities, standard operating procedures, technology adoption, and day-to-day operations
- Create a connected, high-performing district culture grounded in client focus, growth mindset, engagement, recognition, feedback, continuous learning, and accountability
- Partner with Area Experience Leaders to execute local growth plans, strengthen community presence, attract and serve more clients, and grow market share
- Lead adoption of regional and enterprise priorities by aligning resources, strengthening partnerships, communicating expectations, and driving disciplined follow-up
Requirements:
- Bachelor's degree in a related field or equivalent combination of education and related work experience
- 5+ years of related work experience
- Strong client-centric mindset with experience delivering a consultative client experience
- Experience leading teams in a multi-unit retail, service, or operations environment with accountability for performance outcomes
- 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, operating models, tools, or ways of working
- Experience building and executing talent strategies, including attracting, developing, retaining, and deploying talent to meet business and client demand
- Ability to analyze data, plan, and coordinate multiple projects and work initiatives while meeting deadlines
- Ability to collaborate cross-functionally and communicate effectively with all levels of the organization
- Meet IRS e-file Suitability requirements as defined by IRS Publication 3112
- Ability to travel frequently between assigned offices, with minimal overnight travel
- Ability to work a schedule aligned to office hours across assigned locations, which may include evenings and weekends, including Saturdays, based on business needs
- Preferred: Experience leading seasonal workforce planning, hiring, and readiness execution
- Preferred: Experience influencing cross-functional partners through field insights, business data, and district performance trends
- Preferred: Experience building leadership pipelines, succession plans, or talent readiness strategies
Benefits:
- Competitive pay
- Comprehensive benefits
- Support for life both in and outside of work
- Continuous learning
- High Performing, Connected Culture
- Strong relationships
- Shared commitment to making a meaningful impact
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