Regional Experience Leader for Multi-Office Retail

H&R Block; Lenoir (NC); On-site; USD 90,000 - 130,000; Full time

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 set expectations for consultative service, execution, and performance, while coaching teams to deliver leading results.

In this hands-on role, you will manage staffing, facilities, compliance, and day-to-day operations; travel between offices to maintain in-person leadership and drive revenue, client acquisition, and retention

Qualifications

• Bachelor’s degree or equivalent experience required.
• 3+ years leading teams in a multi-unit environment with accountability for performance outcomes.
• Strong client-centric mindset with consultative client experience.
• Ability to drive business and financial results while managing day-to-day operations across multiple locations.
• Willingness to travel frequently between offices and work across varied schedules.

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 and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors with client-centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching to performance.
• Provide coaching informed by observed behavior, performance outcomes, and real-time feedback to strengthen teams.
• Own office readiness and operational execution across staffing, facilities, compliance, and day-to-day operations.
• Monitor performance metrics, identify trends, and implement actions to improve business results, client acquisition, and retention.
• Manage scheduling, labor, and daily operations across offices to ensure consistent service delivery.

Skills

Team leadership

Client-centric mindset

Strategic leadership

Data interpretation

Communication

Problem solving

Change management

Independent judgment

Travel readiness

Schedule flexibility

Labor management

Facilities coordination

Coaching

Performance management

Education

Bachelor’s degree or equivalent experience

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 set expectations for consultative service, execution, and performance, while coaching teams to deliver leading results.

In this hands-on role, you will manage staffing, facilities, compliance, and day-to-day operations; travel between offices to maintain in-person leadership and drive revenue, client acquisition, and retention