Regional Experience Leader for 4–6 Offices

H&R Block; Forney (TX); On-site; USD 90,000 - 130,000; 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 and strong performance across locations. You will coach Tax Professionals and Client Service Professionals, drive operational readiness, staffing, compliance, and implement client-centric processes while traveling between offices.

You will balance strategic oversight with hands-on leadership, setting clear expectations, monitoring metrics, and developing bench strength

Qualifications

• Bachelor’s degree in a related field or equivalent experience
• 3+ years leading teams in multi-unit retail/service/operational settings with accountability for performance
• Strong client-centric mindset with experience delivering consultative client experience
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable
• Drive business/financial results while managing day-to-day ops across multiple locations, including labor
• 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 facilities, staffing, or compliance
• Strong communication and problem-solving skills, including handling client escalations and complex issues
• Ability to lift up to 20 pounds for office readiness and maintenance
• Frequent day travel between offices with minimal overnight stays
• Schedule alignment with operating hours including evenings, weekends, and Saturdays as needed

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

Client-centric

Operations management

Coaching

Change management

Data interpretation

Staffing

Communication

Travel readiness

Problem solving

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience and strong performance across locations. You will coach Tax Professionals and Client Service Professionals, drive operational readiness, staffing, compliance, and implement client-centric processes while traveling between offices.

You will balance strategic oversight with hands-on leadership, setting clear expectations, monitoring metrics, and developing bench strength