Regional Experience Leader — Multi‑Office

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

Job summary

H&R Block, Inc. seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a high-quality consultative client experience and strong operational execution across locations.

You will coach Tax Professionals and Client Service Professionals, set clear expectations, and drive performance, staffing, and facilities readiness to deliver consistent client outcomes.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years work experience 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.
• 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.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices.
• Evaluate execution quality and client impact across locations, using insights to reinforce strengths and close gaps.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching to performance.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes.
• Identify patterns across offices and develop bench strength and high-potential talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve results, acquisition, and retention.
• Ensure daily operations across offices including staffing, scheduling, and compliance.
• Oversee office readiness including facilities, recruiting, onboarding, and preparation for seasonal demand.

Skills

Leadership

Coaching

Client-centric mindset

Multi-unit operations

Staffing & scheduling

Communication

Data interpretation

Education

Bachelor's degree or equivalent

Job description

H&R Block, Inc. seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a high-quality consultative client experience and strong operational execution across locations.

You will coach Tax Professionals and Client Service Professionals, set clear expectations, and drive performance, staffing, and facilities readiness to deliver consistent client outcomes.