Regional Experience Leader, Multi-Office

H&R Block, Inc.; City of Pewaukee (WI); On-site; USD 95,000 - 130,000; Full time

Job summary

H&R Block, Inc. seeks a proactive Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience.

You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands‑on leadership, and align priorities to drive client outcomes and business results. In this hands‑on role you’ll own staffing, facilities, compliance, and day‑to‑day operations across locations, building high‑performing teams and driving bench strength

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years work experience leading teams in multi‑unit settings with outcomes responsibility.
• Strong client‑centric mindset with consultative experience.
• Proven leadership with ability to coach, develop, and hold teams accountable.
• Drive business and financial results while managing day‑to‑day ops across locations.
• Experience leading through change and new processes adoption.
• Ability to prioritize across multiple locations with independent judgment.
• Experience in facilities, staffing, or compliance operations.
• Strong communication and problem‑solving skills for client escalations.
• Ability to interpret data, spot trends, and translate into action.
• Physical ability to perform office readiness tasks including lifting up to 20 lbs.
• Frequent intra‑day travel across offices; minimal overnight travel.
• Schedule aligns with hours across locations, including nights/weekends.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations to improve experience.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals with clear expectations.
• Provide coaching based on observed behaviors, performance outcomes, and feedback.
• Identify patterns, address performance gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and act to improve business results and retention.
• Ensure daily operations across offices: staffing, scheduling, SOPs, compliance.
• Oversee office readiness including facilities, supplies, and onboarding for seasonal demand.

Skills

Team leadership

Multi-unit management

Client experience

Coaching & development

Operations management

Recruiting & staffing

Data interpretation

Communication

Travel readiness

Problem solving

Education

Bachelor's degree

Job description

H&R Block, Inc. seeks a proactive Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience.

You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands‑on leadership, and align priorities to drive client outcomes and business results. In this hands‑on role you’ll own staffing, facilities, compliance, and day‑to‑day operations across locations, building high‑performing teams and driving bench strength