Regional Experience Leader, Multi-Office

H&R Block, Inc.; Escondido (CA); On-site; USD 72,000 - 75,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and deliver a consistently high-quality client experience. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and align priorities to optimize service and business results.

You will own office readiness, staffing, facilities, compliance, and day-to-day operations while traveling between offices to maintain presence and ensure standards are met.

Qualifications

• Bachelor’s degree or equivalent experience is required.
• 3+ years of work experience leading teams in a multi-unit environment with accountability for performance outcomes.
• Strong client-centric mindset with experience delivering consultative client experience.
• Proven leadership capability including coaching, development, and accountability.
• Experience driving 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 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.
• Physical ability to climb ladders and lift up to 20 pounds for office readiness and operations.
• Willingness to travel frequently, with minimal overnight travel, across assigned offices.
• Ability to work a schedule aligning with operational hours across locations.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations and drive improvements.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals with clear expectations and accountability.
• Provide coaching informed by observed behaviors and performance outcomes to strengthen teams.
• Identify patterns across offices and develop bench strength and talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve business results.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Oversee office readiness, facilities, recruiting, onboarding, and seasonal preparation.

Skills

Leadership

Client-centric

Operations management

Data interpretation

Communication

Problem solving

Change management

Staffing coordination

Scheduling

Travel willingness

Judgment under pressure

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and deliver a consistently high-quality client experience. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and align priorities to optimize service and business results.

You will own office readiness, staffing, facilities, compliance, and day-to-day operations while traveling between offices to maintain presence and ensure standards are met.