Regional Experience Leader - 4-6 Offices

H&R Block; Port Angeles (WA); On-site; USD 80,000 - 85,000; 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 across locations. You’ll set expectations for service, execution, and results while leading Tax Professionals and Client Service Professionals with hands-on coaching and visible leadership.

This role focuses on staff readiness, staffing, facilities, compliance, and day-to-day operations, while driving revenue and business performance.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years work experience leading teams in a multi-unit environment.
• Strong client-centric mindset with consultative experience.
• Proven ability to coach and hold teams accountable across locations.
• Experience managing operations across multiple offices, including staffing and facilities.
• Experience with change management and adoption of new processes.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices, ensuring standards are executed with discipline and consistency
• Evaluate execution quality and client impact across locations, using insights to reinforce strengths, address gaps, and continuously improve the experience
• Drive adoption of new client experience processes, tools, and behaviors while visibly demonstrating client-centric leadership in the office
• Lead Tax Professionals and Client Service Professionals by setting clear expectations, reinforcing accountability, and coaching to consistent performance
• Provide coaching informed by observed behaviors, client interactions, performance outcomes, and real-time feedback to strengthen team execution
• Identify patterns across offices, proactively address performance gaps, and develop bench strength and high-potential talent
• Own revenue, growth, operational performance, and business outcomes across assigned offices
• Monitor performance metrics, identify trends, and implement actions to improve business results, client acquisition, and retention
• Ensure consistent execution of daily operations across offices, including staffing, scheduling, labor management, compliance, SOPs, and service delivery
• Own office and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding, and preparation for seasonal demand

Skills

Team leadership

Client experience

Data interpretation

Communication

Problem solving

Travel readiness

Change management

Multi-unit leadership

Education

Bachelor's degree or equivalent

Job description

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You’ll set expectations for service, execution, and results while leading Tax Professionals and Client Service Professionals with hands-on coaching and visible leadership.

This role focuses on staff readiness, staffing, facilities, compliance, and day-to-day operations, while driving revenue and business performance.