Regional Experience Leader — Multi-Office

H&R Block; Fayetteville (NC); On-site; USD 90,000 - 160,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

H&R Block seeks an experienced Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality consultative client experience. You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and drive performance across office readiness, staffing, and operations.

You will build high-performing teams, monitor metrics, and guide execution to improve client outcomes and business results, including revenue growth

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years 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.
• Proven ability to coach, develop, and hold teams accountable.
• Ability to travel frequently between offices to maintain in-person presence.

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

Coaching

Client-centric mindset

Data interpretation

Education

Bachelor's degree or equivalent

Job description

H&R Block seeks an experienced Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality consultative client experience. You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and drive performance across office readiness, staffing, and operations.

You will build high-performing teams, monitor metrics, and guide execution to improve client outcomes and business results, including revenue growth