Regional Experience Leader — 4–6 Office Portfolio

H&R Block; Big Rapids (MI); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices. You will drive a high‑quality client experience, coach Tax Professionals and Client Service Professionals, and own office readiness, staffing, and daily operations to deliver strong business results.

You will balance strategic oversight with hands‑on leadership, travel frequently between locations, and lead initiatives to improve client outcomes across all offices.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in a multi-unit retail, service, or operations environment with accountability for performance outcomes.
• 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 and adoption of new processes.
• 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.

Responsibilities

• Own consistent delivery of the client experience across 4–6 assigned offices with disciplined standards.
• Evaluate execution quality and client impact across locations to reinforce strengths and close gaps.
• Drive adoption of new client experience processes, tools, and behaviors with client-centric leadership.
• Lead Tax Professionals and Client Service Professionals, setting expectations and coaching for consistent performance.
• Provide coaching informed by observed behaviors, performance outcomes, and real-time feedback.
• Identify patterns across offices, address performance gaps, and develop high-potential talent bench.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve business results and client retention.
• Ensure daily operations across offices including staffing, scheduling, labor management, and compliance.

Skills

Client-centric mindset

Leadership capability

Data interpretation and analytics

Change management

Independent judgment

Facilities, staffing, and compliance

Effective communication

Cross-location teamwork

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices. You will drive a high‑quality client experience, coach Tax Professionals and Client Service Professionals, and own office readiness, staffing, and daily operations to deliver strong business results.

You will balance strategic oversight with hands‑on leadership, travel frequently between locations, and lead initiatives to improve client outcomes across all offices.