Regional Experience Leader: Multi-Office Coach

H&R Block; Coral Gables (FL); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Life/work balance support

Job summary

H&R Block is seeking an Area Experience Leader to oversee 4-6 retail offices and ensure a consistent, high-quality client experience across locations. You will set expectations for consultative service, operational execution, team performance, and business results.

You’ll lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, deliver expert guidance, and create a welcoming, confident experience in every office.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in a multi-unit environment with accountability for outcomes.
• Strong client-centric mindset with consultative experience.
• Proven leadership with coaching and accountability.
• Track record delivering business and financial results across multiple locations.
• Experience leading through change and adopting new processes.
• Ability to exercise independent judgment and prioritize demands.
• Experience in facilities, staffing, or compliance.
• Strong communication and problem-solving skills for client escalations.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to travel frequently between offices for in-person presence.

Responsibilities

• Own consistent delivery of the client experience across 4-6 offices.
• Evaluate execution quality and client impact, driving improvements.
• Drive adoption of new client experience processes and tools.
• Lead Tax Professionals and Client Service Professionals with clear expectations.
• Provide coaching based on observed behaviors and performance outcomes.
• Identify patterns, address gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve results.
• Ensure daily operations, staffing, scheduling, and compliance.
• Oversee office readiness, facilities, supplies, and onboarding for seasonal demand.

Skills

Leadership

Client-centric

Data interpretation

Problem solving

Communication

Change management

Staff coaching

Multi-location leadership

Time management

Facility and compliance oversight

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking an Area Experience Leader to oversee 4-6 retail offices and ensure a consistent, high-quality client experience across locations. You will set expectations for consultative service, operational execution, team performance, and business results.

You’ll lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, deliver expert guidance, and create a welcoming, confident experience in every office.