Regional Experience Leader for 4–6 Offices

H&R Block; Evanston (IL); On-site; USD 59,000 - 74,000; Full time

Benefits offered by this job

None

Job summary

H&R Block is seeking a Multi-Office Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, manage staffing and operations, and drive business results with hands-on leadership.

Responsibilities include setting expectations, monitoring performance, and implementing improvements across offices to deliver exceptional service and growth.

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.
• Proven ability to drive business and financial results while managing day-to-day operations across multiple locations, including labor management.
• Experience managing facilities, staffing, or compliance.

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

Leadership

Multi-location leadership

Client-centric service

Operational leadership

Talent coaching

Data-driven decisions

Facilities & compliance

Education

Bachelor’s degree or equivalent

Job description

H&R Block is seeking a Multi-Office Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, manage staffing and operations, and drive business results with hands-on leadership.

Responsibilities include setting expectations, monitoring performance, and implementing improvements across offices to deliver exceptional service and growth.