Regional Experience Leader: Multi-Office Client & Ops

H&R Block, Inc.; Chelmsford (MA); On-site; USD 62,000 - 73,000; Full time

Job summary

H&R Block, Inc. seeks a Multi-Office Leader to oversee a portfolio of 4–6 retail offices, delivering a consistent, high-quality consultative client experience.

You will coach Tax Professionals and Client Service Professionals, set expectations, and balance strategic oversight with hands-on leadership to ensure operational readiness and strong business performance. You will own staffing, facilities, compliance, and day-to-day operations, driving revenue growth, client acquisition, and retention

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 travel frequently in-day with minimal overnight travel across offices.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices.
• Evaluate execution quality and client impact across locations; reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching.
• Provide coaching informed by observed behaviours, client interactions, and performance outcomes.
• Identify patterns across offices; address performance gaps and develop bench strength.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics and implement actions to improve results and retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Own office readiness including facilities, equipment, supplies, and onboarding.

Skills

Leadership

Client-centric mindset

Communication skills

Problem solving

Data interpretation

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. seeks a Multi-Office Leader to oversee a portfolio of 4–6 retail offices, delivering a consistent, high-quality consultative client experience.

You will coach Tax Professionals and Client Service Professionals, set expectations, and balance strategic oversight with hands-on leadership to ensure operational readiness and strong business performance. You will own staffing, facilities, compliance, and day-to-day operations, driving revenue growth, client acquisition, and retention