Regional Experience Leader for 4–6 Offices

H&R Block; Mason City (IA); On-site; USD 90,000 - 130,000; Full time

Job summary

H&R Block seeks an experienced Multi-Office 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 results while developing Tax Professionals and Client Service Professionals.

As a hands‑on leader, you’ll balance strategic oversight with in‑office presence, drive performance, manage staffing and facilities, and travel frequently to ensure readiness and strong client outcomes

Qualifications

• 3+ years work experience leading teams in multi‑unit retail, service, or operations environments 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.
• Experience managing or partnering in operational areas such as 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

Team leadership

Coaching

Client experience

Operations management

Data interpretation

Communication

Strategic planning

Problem solving

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block seeks an experienced Multi-Office 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 results while developing Tax Professionals and Client Service Professionals.

As a hands‑on leader, you’ll balance strategic oversight with in‑office presence, drive performance, manage staffing and facilities, and travel frequently to ensure readiness and strong client outcomes