Multi-Office Regional Leader: Client Experience & Ops

H&R Block; West Chester (Chester County); On-site; USD 110,000 - 140,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You will lead Tax Professionals and Client Service Professionals, coach teams, and align priorities for strong business results while maintaining in-office presence to drive excellence.

You will own office readiness, staffing, facilities, and day-to-day operations, with a focus on coaching, performance, and continuous

Qualifications

• Bachelor's degree or equivalent experience.
• Experience leading teams in a multi-unit environment with performance accountability.
• Strong client-centric mindset with consultative service delivery.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business results while managing day-to-day operations across locations.
• Experience leading through change and process adoption.
• Ability to manage multiple locations and prioritize competing demands.
• Ability to travel frequently between offices.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact and drive improvements.
• Lead adoption of new client experience processes and behaviors.
• Coach Tax Professionals and Client Service Professionals to consistent performance.
• Provide real-time coaching to strengthen team execution and development.
• Identify patterns and address performance gaps across offices.
• Own revenue, growth, and business outcomes across offices.
• Monitor metrics, trends, and take action to improve results.
• Oversee staffing, scheduling, compliance, SOPs, and service delivery.
• Prepare offices for seasonal demand and ensure readiness.

Skills

Leadership

Multi-unit leadership

Client experience

Operational excellence

Staffing & scheduling

Travel readiness

Education

Bachelor's degree

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You will lead Tax Professionals and Client Service Professionals, coach teams, and align priorities for strong business results while maintaining in-office presence to drive excellence.

You will own office readiness, staffing, facilities, and day-to-day operations, with a focus on coaching, performance, and continuous