Regional Experience Leader: Multi-Office Coach & Ops

H&R Block, Inc.; Ann Arbor (MI); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Career development

Job summary

H&R Block, Inc. seeks an Area Experience Leader to oversee a portfolio of 4–6 offices, delivering a consistent, high‑quality client experience. You will coach Tax Professionals and Client Service Professionals, ensure readiness, and drive business results across locations to support client outcomes.

The role combines strategic oversight with hands‑on leadership, focusing on staff development, operational excellence, and seasonal readiness to maintain top service levels.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years 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 interpret data, identify trends, and translate insights into action.
• Ability to travel frequently in‑day between offices to maintain presence across locations.
• Ability to work a schedule that aligns with operating hours, including evenings, weekends, and Saturdays.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices, ensuring standards are followed.
• Evaluate execution quality and client impact across locations to reinforce strengths and close gaps.
• Drive adoption of new client experience processes, tools, and behaviors with visible client‑centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching for performance.
• Provide coaching informed by observed behaviors, outcomes, and feedback to strengthen team execution.
• Identify patterns across offices and develop bench strength and high‑potential talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve results, client acquisition and retention.
• Ensure daily operations, staffing, labor management, compliance, SOPs, and service delivery.
• Oversee office and workforce readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal prep.

Skills

Leadership

Coaching teams

Client-centric

Data interpretation

Operations management

Communication skills

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. seeks an Area Experience Leader to oversee a portfolio of 4–6 offices, delivering a consistent, high‑quality client experience. You will coach Tax Professionals and Client Service Professionals, ensure readiness, and drive business results across locations to support client outcomes.

The role combines strategic oversight with hands‑on leadership, focusing on staff development, operational excellence, and seasonal readiness to maintain top service levels.