Regional Experience Leader — Multi-Office Coaching & Ops

H&R Block, Inc.; Kissimmee (FL); On-site; USD 100,000 - 120,000; 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. You’ll coach Tax Professionals and Client Service Professionals, balance strategy with in‑office presence, and drive business results across locations.

Responsibilities include staffing, facilities, compliance, and daily operations, with a focus on coaching, accountability, and bench strength.

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 interpret data, identify trends, and translate insights into action.
• Ability to climb ladders and lift up to 20 pounds in support of office readiness, setup, maintenance, and operational activities, with or without reasonable accommodation.
• Ability to travel frequently in‑day, with minimal overnight travel, between assigned offices to maintain consistent in‑person presence across multiple office locations.
• Ability to work a schedule that aligns with operational hours across assigned locations, including evenings, weekends, and Saturdays as needed to meet business demands.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices.
• Evaluate execution quality and client impact across locations, using insights to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors across offices.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching to performance.
• Provide coaching informed by observed behaviors, client interactions, and outcomes to strengthen team execution.
• Identify patterns across offices and develop bench strength and talent.
• Own revenue, growth, and business outcomes across offices and monitor performance metrics.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.

Skills

Leadership

Coaching teams

Client-centric mindset

Communication

Operational execution

Data interpretation

Strategic oversight

Travel readiness

Education

Bachelor’s degree or equivalent

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. You’ll coach Tax Professionals and Client Service Professionals, balance strategy with in‑office presence, and drive business results across locations.

Responsibilities include staffing, facilities, compliance, and daily operations, with a focus on coaching, accountability, and bench strength.