Dynamic Regional Office Experience Lead

H&R Block; Great Falls (MT); On-site; USD 85,000 - 130,000; Full time

Job summary

H&R Block seeks an Area Experience Leader to oversee 4-6 retail offices, ensuring consistent, high-quality client experiences. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and drive operational excellence while balancing strategic oversight with hands-on leadership.

You will own office readiness, staffing, facilities, and day-to-day operations, using data-driven insights to improve performance and client outcomes across locations.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 3+ years work experience leading teams in a multi-unit retail, service, or operations environment.
• Strong client-centric mindset with experience delivering consultative client experience.
• Strong leadership capability with 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 and ways of working.
• Ability to exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing or partnering in operational areas such as facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations and complex issues.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to travel frequently in day trips with minimal overnight travel between offices.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 assigned offices.
• Evaluate execution quality and client impact across locations and drive continuous improvement.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching for consistent performance.
• Provide coaching informed by observed behaviors and performance outcomes to strengthen execution.
• Identify patterns and address performance gaps across offices and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve results, client acquisition, and retention.
• Ensure daily operations across offices, including staffing, scheduling, labor management, and compliance.
• Oversee office readiness, facilities, equipment, supplies, recruiting, hiring, onboarding, and seasonal prep.

Skills

Team leadership

Client-centric mindset

Communication

Problem-solving

Data interpretation

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block seeks an Area Experience Leader to oversee 4-6 retail offices, ensuring consistent, high-quality client experiences. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and drive operational excellence while balancing strategic oversight with hands-on leadership.

You will own office readiness, staffing, facilities, and day-to-day operations, using data-driven insights to improve performance and client outcomes across locations.