Regional Experience Leader for Multi-Office Retail

H&R Block, Inc.; Saint Francis (WI); On-site; USD 90,000 - 150,000; Full time

Job summary

H&R Block, Inc. seeks aMulti-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across all locations. You’ll set expectations for consultative service, operational execution, team performance, and business results.

You’ll coach Tax Professionals and Client Service Professionals, develop bench strength, and own office readiness, staffing, compliance, and day‑to‑day operations across offices while traveling as needed.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years work experience leading teams in a multi‑unit retail, service, or operations environment 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.
• Demonstrated ability to drive business and financial results while managing day‑to‑day operations across multiple locations, including labor management.

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

Client-centric mindset

Leadership

Communication skills

Problem-solving

Travel flexibility

Data interpretation

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. seeks aMulti-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across all locations. You’ll set expectations for consultative service, operational execution, team performance, and business results.

You’ll coach Tax Professionals and Client Service Professionals, develop bench strength, and own office readiness, staffing, compliance, and day‑to‑day operations across offices while traveling as needed.