Regional Experience Leader

H&R Block; Spanish Fork (UT); On-site; USD 95,000 - 135,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and drive performance, staffing, facilities, and compliance across locations.

You’ll balance strategic oversight with in‑office presence, travel between offices, and leadership to achieve revenue and business outcomes while maintaining exceptional client service.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years 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 ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results while managing day‑to‑day operations across multiple locations, including labor management.
• Experience leading through change and adoption of new processes.
• Ability to exercise independent judgment and prioritize across multiple locations.
• Experience with facilities, staffing, or compliance as operational areas.
• Strong communication and problem‑solving skills, including handling escalations.
• Ability to interpret data, identify trends, and translate insights into action.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices, ensuring standards are met.
• Evaluate execution quality and client impact across locations to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors with visible client‑centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching performance.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes.
• Identify patterns across offices, address performance gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and initiate actions to improve business results, client acquisition, and retention.
• Ensure daily operations across offices, including staffing, scheduling, labor management, compliance, SOPs, and service delivery.
• Oversee office and workforce readiness, including facilities, equipment, supplies, recruiting, onboarding, and seasonal prep.

Skills

Leadership

Client-centric mindset

Coaching and development

Performance management

Data interpretation

Communication

Problem-solving

Travel readiness

Schedule management

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and drive performance, staffing, facilities, and compliance across locations.

You’ll balance strategic oversight with in‑office presence, travel between offices, and leadership to achieve revenue and business outcomes while maintaining exceptional client service.