Regional Experience Leader for 4–6 Offices

H&R Block; Benton Harbor (MI); On-site; USD 95,000 - 130,000; Full time

Job summary

H&R Block in the United States seeks an Area Experience Leader to oversee 4–6 retail offices, delivering a consistent, high‑quality client experience across locations. You’ll set expectations for consultative service, execution, and business results while staying hands‑on in offices.

You’ll coach Tax Professionals and Client Service Professionals, align staffing and operations, monitor performance, and own readiness across offices to drive growth and client satisfaction.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years leading teams in multi‑unit retail/service/ops with performance accountability.
• Strong client‑centric mindset and consultative client experience.
• Proven leadership to coach, develop, and hold teams to high standards.
• Experience driving business and financial results while managing day‑to‑day ops across locations.
• Experience leading through change and adopting new processes.

Responsibilities

• Own consistent delivery of the client experience across 4–6 offices with disciplined execution.
• Evaluate execution quality and client impact across locations to reinforce strengths and address gaps.
• Lead adoption of new client experience processes, tools, and behaviors.
• Coach Tax Professionals and Client Service Professionals, set clear expectations, reinforce accountability.
• Provide coaching informed by observed behaviours and performance data to strengthen teams.
• Identify patterns across offices and develop bench strength and high‑potential talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and take actions to improve business results and client retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.

Skills

Leadership

Coaching

Data analysis

Client-focused

Communication

Problem solving

Travel ready

Scheduling

Education

Bachelor's degree

Job description

H&R Block in the United States seeks an Area Experience Leader to oversee 4–6 retail offices, delivering a consistent, high‑quality client experience across locations. You’ll set expectations for consultative service, execution, and business results while staying hands‑on in offices.

You’ll coach Tax Professionals and Client Service Professionals, align staffing and operations, monitor performance, and own readiness across offices to drive growth and client satisfaction.