Regional Experience Leader: Multi-Office Operations

H&R Block, Inc.; Albemarle (NC); On-site; USD 90,000 - 130,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to manage a portfolio of 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You will lead and develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance in every office.

As a hands-on leader, you will balance strategic oversight with in-office presence, drive operational readiness, and own revenue and business results across offices.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 3+ years leading teams in multi-unit retail/service/ops with accountability for performance outcomes.
• Strong client-centric mindset with experience delivering consultative client experience.
• Proven leadership 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.
• Ability to travel frequently between offices and work across locations.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices.
• Evaluate execution quality and client impact across locations and drive improvement.
• 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 behaviors, performance data, and real-time feedback.
• Identify patterns, address performance gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics and implement actions to improve business results, client acquisition, and retention.
• Oversee staffing, scheduling, compliance, SOPs, and service delivery across offices.
• Own office and workforce readiness including facilities, equipment, and onboarding for seasonal demand.

Skills

Leadership

Coaching

Client-centric mindset

Change management

Data interpretation

Communication

Education

Bachelor’s degree or equivalent experience (related field)

Job description

H&R Block is seeking an Area Experience Leader to manage a portfolio of 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You will lead and develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance in every office.

As a hands-on leader, you will balance strategic oversight with in-office presence, drive operational readiness, and own revenue and business results across offices.