District Experience Manager

H&R Block•Grand Rapids, MI

5d•Onsite

About The Position

The District Experience Manager leads a district of approximately 32 H&R Block retail tax offices through a team of 7-8 Area Experience Leaders. In this role, you will translate regional and enterprise priorities into clear actions that help every office deliver a consistent, high-quality client experience, strong associate engagement, and solid business results. You will be responsible for building leadership capability across the district by coaching Area Experience Leaders, setting clear expectations, reinforcing accountability, and helping teams execute with discipline. You will partner closely with your leaders and field teams to strengthen talent readiness, office operations, workforce execution, local growth plans, and overall performance across assigned offices. This is a highly visible field leadership role for someone who can balance people leadership, client experience, operational execution, and business performance. Using client, associate, workforce, field, and business insights, you will identify opportunities, remove friction, support change adoption, and help offices stay prepared to serve clients and grow locally.

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.

Nice To Haves

Experience leading seasonal workforce planning, hiring, and readiness execution.
Experience influencing cross-functional partners through field insights, business data, and district performance trends.
Experience building leadership pipelines, succession plans, or talent readiness strategies.

Responsibilities

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 across the district 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 across offices.
Build and execute district talent plans that support hiring, development, retention, succession readiness, leadership capability, and workforce readiness.
Ensure offices are ready to serve clients by reinforcing 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 develop and 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.