Regional Experience Leader for Multi-Office Retail

H&R Block; Oxford (MS); On-site; USD 85,000 - 105,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4–6 offices, ensuring a high-quality, consultative client experience across all locations. You’ll lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs while maintaining strong operational discipline and performance.

The role requires strategic oversight with hands-on leadership, staffing, facilities readiness, and adherence to compliance.

Qualifications

• Bachelor’s degree or equivalent experience.
• Proven ability to lead multi-unit teams and drive client experience across locations.
• Strong communication and problem-solving skills in a fast-paced environment.
• Ability to analyze data, identify trends, and translate insights into action.
• Willingness to travel frequently between offices to maintain presence across locations.

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-focused

Data interpretation

Communications

Travel flexibility

Education

Bachelor’s degree or equivalent

Job description

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4–6 offices, ensuring a high-quality, consultative client experience across all locations. You’ll lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs while maintaining strong operational discipline and performance.

The role requires strategic oversight with hands-on leadership, staffing, facilities readiness, and adherence to compliance.