Regional Experience Leader — 4–6 Offices

H&R Block; Dayton (OH); On-site; USD 85,000 - 110,000; Full time

Job summary

H&R Block seeks an Area Experience Leader to oversee a portfolio of 4–6 retail offices, ensuring a high-quality client experience and operational excellence across locations.

You will coach Tax Professionals and Client Service Professionals, set expectations, and align priorities to improve performance, revenue, and client outcomes. The role blends hands-on leadership with strategic oversight across multiple offices.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years work experience 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, 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, with minimal overnight travel, between assigned offices to maintain consistent in-person presence across multiple office locations.
• Ability to work a schedule that aligns with operational hours across locations, including evenings, weekends, and Saturdays.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 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 by setting expectations and coaching for performance.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes.
• Identify patterns across offices, address gaps, and develop bench strength and high-potential talent.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics, trends, and take actions to improve results, client acquisition and retention.
• Ensure daily operations across offices with staffing, scheduling, labor management, compliance, and SOPs.
• Own office and workforce readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal preparation.

Skills

Leadership

Coaching

Client experience

Data interpretation

Communication

Problem-solving

Change management

Scheduling

Travel readiness

Multi-site ops

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block seeks an Area Experience Leader to oversee a portfolio of 4–6 retail offices, ensuring a high-quality client experience and operational excellence across locations.

You will coach Tax Professionals and Client Service Professionals, set expectations, and align priorities to improve performance, revenue, and client outcomes. The role blends hands-on leadership with strategic oversight across multiple offices.