Regional Experience Leader for Multi-Office Retail

H&R Block, Inc.; Gresham (OR); On-site; USD 90,000 - 140,000; Full time

Job summary

H&R Block, Inc. seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and ensure a consistently excellent client experience across locations.

You’ll set expectations for consultative service, operational execution, team performance, and business results while maintaining hands‑on leadership. You’ll coach Tax Professionals and Client Service Professionals, optimize staffing and readiness, and monitor performance to drive growth.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• Experience leading teams in multi‑unit retail/operations.
• Strong client‑centric mindset with consultative service experience.

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 mindset

Data interpretation

Communication skills

Travel willingness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and ensure a consistently excellent client experience across locations.

You’ll set expectations for consultative service, operational execution, team performance, and business results while maintaining hands‑on leadership. You’ll coach Tax Professionals and Client Service Professionals, optimize staffing and readiness, and monitor performance to drive growth.