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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing multi-unit retail operations, focusing on client experience, team development, and operational execution. Proven ability to analyze data and implement talent strategies to drive business results and enhance workforce readiness.
Highest-signal resume keywords
Client-Centric MindsetTeam Leadership in Multi-Unit EnvironmentTalent Strategy DevelopmentOperational Execution and Labor ManagementData Analysis and Project Coordination
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Consultative Client ExperienceBusiness and Financial Results ManagementTalent Development and RetentionWorkforce Planning and Readiness ExecutionChange Management
Soft Skills
Coaching and AccountabilityEffective CommunicationCross-Functional CollaborationEngagement and RecognitionGrowth Mindset
Certifications & Qualifications
IRS E-File Suitability
Industry Keywords
Retail Tax OfficesOperational ExecutionClient LoyaltyPerformance OutcomesSuccession Planning
About the role
Key responsibilities & impact- Lead a district of approximately 32 H&R Block retail tax offices through a team of 7–8 Area Experience Leaders
- 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 across offices
- Build and execute district talent plans supporting hiring, development, retention, succession readiness, leadership capability, and workforce readiness
- Ensure offices are ready to serve clients by reinforcing 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
Requirements
What you’ll need- 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
Comp & perks- Competitive pay
- Comprehensive benefits
- Support for life both in and outside of work
- Continuous learning
- High Performing, Connected Culture
- Strong relationships
- Meaningful impact