Regional Experience Leader, Multi-Office

H&R Block, Inc.; Middlesborough (KY); On-site; USD 70,000 - 100,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices and ensure a consistently excellent client experience across locations.

You will set expectations for service, operations, and performance while coaching Tax Professionals and Client Service Professionals to deliver expert guidance with confidence. You will own office readiness, staffing, facilities, compliance, and day-to-day operations, traveling between sites to maintain

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in multi-unit environments with accountability for performance.
• Strong client-centric mindset with consultative service delivery.
• Proven leadership to coach and develop staff and hold teams accountable.
• Ability to drive business results while managing day-to-day operations across multiple locations.
• Experience managing facilities, staffing, and compliance.
• Willingness to travel frequently between offices.

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

Client-centric mindset

Coaching & development

Communication

Problem solving

Data interpretation

Travel ability

Education

Bachelor’s degree

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices and ensure a consistently excellent client experience across locations.

You will set expectations for service, operations, and performance while coaching Tax Professionals and Client Service Professionals to deliver expert guidance with confidence. You will own office readiness, staffing, facilities, compliance, and day-to-day operations, traveling between sites to maintain