Regional Experience Leader, Multi-Office

H&R Block, Inc.; Weymouth (MA); On-site; USD 65,000 - 77,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations by setting clear expectations for service, execution, team performance, and business results.

You’ll lead and develop Tax Professionals and Client Service Professionals, coach teams to anticipate client needs, drive operational readiness, staffing, facilities, and compliance, and travel frequently to maintain in‑person

Qualifications

• Bachelor’s degree or equivalent experience required.
• Proven leadership of multi-unit teams with accountability for outcomes.
• Strong client-centric mindset and service orientation.
• Ability to drive business results across multiple locations.
• Experience managing facilities, staffing, and compliance.

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

Operations management

Change management

Strategic thinking

Data interpretation

Staffing

Recruiting

Travel readiness

Communication

Problem solving

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations by setting clear expectations for service, execution, team performance, and business results.

You’ll lead and develop Tax Professionals and Client Service Professionals, coach teams to anticipate client needs, drive operational readiness, staffing, facilities, and compliance, and travel frequently to maintain in‑person