Regional Experience Leader for 4-6 Offices

H&R Block, Inc.; Reno (NV); On-site; USD 54,000 - 64,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices and ensure a consistent, high-quality client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, balance strategic oversight with in-office presence, and drive results.

This role owns office readiness and day-to-day operations, including staffing, facilities, compliance, and scheduling, while driving revenue and performance across offices.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years leading teams in a multi-unit retail/service/ops environment with accountability for performance outcomes.
• Strong client-centric mindset with experience delivering consultative client experience.
• Strong leadership capability with the ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results while managing day-to-day operations across multiple locations, including labor management.
• 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 operational areas such as facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations and complex issues.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to climb ladders and lift up to 20 pounds in support of office readiness, setup, maintenance, and operational activities.
• Ability to travel frequently in-day between assigned offices to maintain in-person presence.

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 experience

People development

Operational excellence

Multi-site leadership

Communication

Data interpretation

Travel readiness

Education

Bachelor's degree

Job description

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices and ensure a consistent, high-quality client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, balance strategic oversight with in-office presence, and drive results.

This role owns office readiness and day-to-day operations, including staffing, facilities, compliance, and scheduling, while driving revenue and performance across offices.