Regional Experience Leader — Multi-Office

H&R Block, Inc.; Toledo (OH); On-site; USD 95,000 - 130,000; Full time

Job summary

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 offices, ensuring a consistent, high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, align priorities, and drive business results with a hands-on leadership style.

You’ll own office readiness, staffing, compliance, and day-to-day operations, using data insights to improve performance and client outcomes.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in a multi-unit retail, service, or operations environment.
• Strong client-centric mindset with experience delivering consultative client experience.
• Proven leadership capability with ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results while managing day-to-day operations across multiple locations, including labor management.
• Experience leading through change and adoption of new processes and ways of working.
• Ability to exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing facilities, staffing, or compliance in operations.
• 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 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

Team leadership

Client focus

Operations management

Change management

Staff development

Performance coaching

Communication

Data analysis

Education

Bachelor’s degree

Job description

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 offices, ensuring a consistent, high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, align priorities, and drive business results with a hands-on leadership style.

You’ll own office readiness, staffing, compliance, and day-to-day operations, using data insights to improve performance and client outcomes.