Regional Experience Leader – Multi-Office Client & Ops

H&R Block, Inc.; City of Albany (NY); On-site; USD 62,000 - 67,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

401(k) plan

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4-6 retail offices, ensuring a consistent, high-quality client experience across locations.

You will set expectations for consultative service, operational execution, and team performance while delivering strong business results. You'll mentor Tax Professionals and Client Service Professionals, coach to performance, manage staffing, facilities, and day-to-day operations, and travel frequently to stay connected with offices.

Qualifications

• Bachelor's degree or equivalent experience required.
• Minimum 3+ years leading teams in multi-unit environments with accountability for performance.
• Strong client-centric mindset and leadership capabilities.
• Ability to travel frequently between offices to maintain presence.

Responsibilities

• Own delivery of the consultative client experience across 4-6 offices with disciplined execution.
• Evaluate execution quality and client impact across locations and drive improvements.
• 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 based on observed behavior, performance, and real-time feedback.
• Identify patterns, 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, staffing, scheduling, and compliance across offices.
• Own office and workforce readiness, including facilities, equipment, and onboarding.

Skills

Leadership across multi-unit retail

Client-centric mindset

People development

Operational excellence

Staffing and labor management

Data interpretation

Travel between offices

Education

Bachelor's degree or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4-6 retail offices, ensuring a consistent, high-quality client experience across locations.

You will set expectations for consultative service, operational execution, and team performance while delivering strong business results. You'll mentor Tax Professionals and Client Service Professionals, coach to performance, manage staffing, facilities, and day-to-day operations, and travel frequently to stay connected with offices.