Regional Experience Leader

H&R Block; Ocala (FL); On-site; USD 90,000 - 140,000; Full time

Job summary

H&R Block seeks a very senior, multi-office leader to oversee 4–6 retail offices, delivering a consistent, high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, set expectations for consultative service, and own office readiness, staffing, and day-to-day operations.

You’ll travel frequently to maintain in-person leadership, drive revenue and operational performance, and ensure adherence to standards while strengthening execution and

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in a multi-unit retail/operations setting.
• Strong client-centric mindset with consultative service experience.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business results across multiple locations; change management skills.
• Ability to exercise independent judgment and prioritize across locations.
• Experience with facilities, staffing, or compliance.
• Excellent communication and problem-solving skills; handles client escalations.
• Willingness to travel frequently between offices (day travel).
• Ability to work a schedule aligned with operating hours.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes and tools.
• Lead professionals by setting expectations, accountability, and coaching.
• Provide coaching informed by observed behavior and performance.
• Identify patterns across offices and develop bench strength.
• Own revenue, growth, and business outcomes across offices.
• Monitor metrics and implement actions to improve results and retention.
• Ensure daily operations, staffing, scheduling, and compliance across offices.
• Prepare offices for seasonal demand with staffing and facilities readiness.

Skills

Leadership

Coaching

Client-centric

Communication

Change management

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block seeks a very senior, multi-office leader to oversee 4–6 retail offices, delivering a consistent, high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, set expectations for consultative service, and own office readiness, staffing, and day-to-day operations.

You’ll travel frequently to maintain in-person leadership, drive revenue and operational performance, and ensure adherence to standards while strengthening execution and