District Experience Manager

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee a district consisting of around 32 H&R Block retail tax offices through a team of 7–8 Area Experience Leaders.

• Convert regional and enterprise objectives into actionable steps that enhance consistent, high-quality client experiences, associate engagement, and overall business outcomes.

• Mentor and develop Area Experience Leaders, holding them accountable for client experience, associate engagement, workforce readiness, local expansion, operational execution, and business performance.

• Reinforce consultative service standards and utilize client feedback, field observations, and insights from the office to enhance consistency, quality, and client loyalty.

• Leverage insights from clients, associates, workforce, and business metrics to set priorities, eliminate obstacles, allocate resources, and address performance gaps.

• Develop and implement district talent plans that focus on hiring, development, retention, succession planning, leadership capability, and workforce readiness.

• Uphold compliance standards, labor management, workforce execution, facility operations, standard procedures, technology adoption, and everyday operations.

• Foster a cohesive, high-performing district culture rooted in client orientation, a growth mindset, engagement, recognition, constructive feedback, continuous learning, and accountability.

• Collaborate with Area Experience Leaders to implement local growth strategies, enhance community engagement, attract and serve more clients, and increase market share.

• Spearhead the adoption of regional and enterprise objectives by aligning resources, enhancing partnerships, communicating expectations, and ensuring disciplined follow-up.

⛳️ Requirements

• Bachelor's degree in a relevant field or a comparable combination of education and relevant work experience.

• A minimum of 5 years of related work experience.

• Strong client-focused mindset with a background in delivering a consultative client experience.

• Experience in leading teams within a multi-unit retail, service, or operational setting, with accountability for performance results.

• Proven track record in coaching, developing, and holding teams accountable.

• Demonstrated capability to drive business and financial results while managing daily operations across multiple locations, including labor management.

• Experience in leading through transformations, including the implementation of new processes, operational models, tools, or methodologies.

• Background in developing and executing talent strategies, such as attracting, developing, retaining, and deploying talent to meet business and client needs.

• Proficient in analyzing data, planning, and coordinating several projects and initiatives while adhering to deadlines.

• Ability to collaborate across functions and communicate effectively with all organizational levels.

• Must meet IRS e-file Suitability requirements as specified in IRS Publication 3112.

• Willingness to travel frequently between assigned offices, with minimal overnight travel.

• Capability to work a schedule aligned with office hours across assigned locations, which may include evenings and weekends, particularly Saturdays, based on business requirements.

• Preferred: Experience in leading seasonal workforce planning, hiring, and readiness execution.

• Preferred: Proven ability to influence cross-functional partners using field insights, business data, and district performance trends.

• Preferred: Experience in developing leadership pipelines, succession plans, or talent readiness strategies.

🏝️ Benefits

• Competitive compensation.

• Comprehensive benefits package.

• Support for life both at work and outside of it.

• Opportunities for continuous learning.

• A high-performing, connected culture.

• Strong interpersonal relationships.

• A shared commitment to making a meaningful impact.