Regional Experience Leader, Multi-Office

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

Benefits offered by this job

Medical coverage

401(k) plan

Employee assistance

Fitness program

Associate discounts

Travel insurance

Tax prep benefit

Job summary

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4–6 offices, ensuring a consistent, high‑quality client experience and disciplined execution of operations.

You will lead Tax Professionals and Client Service Professionals, coaching for accountability and strong performance across locations. You will drive readiness, staffing, facilities, and compliance while delivering measurable business results and client growth.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in multi‑unit retail, service, or operations 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.
• 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.
• Ability to travel frequently in‑day, with minimal overnight travel.
• Ability to work a schedule aligning with operational hours, including evenings, weekends, and Saturdays.

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 visible client‑centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching to consistent performance.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes to strengthen team execution.
• Identify patterns across offices, address performance gaps, and develop bench strength and high‑potential talent.
• Own revenue, growth, and business outcomes across assigned offices; monitor metrics and trends.
• Ensure daily operations across offices including staffing, scheduling, labor management, and compliance.
• Oversee office readiness: facilities, equipment, supplies, recruiting, onboarding, and seasonal preparation.

Skills

Leadership

Client experience leadership

Operational excellence

Communication

Travel readiness

Education

Bachelor’s degree or equivalent

Job description

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4–6 offices, ensuring a consistent, high‑quality client experience and disciplined execution of operations.

You will lead Tax Professionals and Client Service Professionals, coaching for accountability and strong performance across locations. You will drive readiness, staffing, facilities, and compliance while delivering measurable business results and client growth.