Regional Experience Leader: Multi-Office Operations

H&R Block, Inc.; Attalla (AL); On-site; USD 90,000 - 120,000; Full time

Job summary

H&R Block, Inc. seeks a proactive 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 hands‑on leadership, and drive business results across locations. You’ll own office readiness, staffing, facilities, and day‑to‑day operations, while using data to identify trends and improve performance.

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 as needed for office readiness.
• Ability to travel frequently between assigned offices with minimal overnight travel.
• Ability to work a schedule that includes evenings, weekends, and Saturdays as needed.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices, ensuring standards are executed with discipline and consistency.
• 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 while leading by example.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching to performance.
• Provide coaching informed by observed behaviors and outcomes to strengthen team execution.
• Identify patterns across offices and develop bench strength and high‑potential talent.
• Own revenue, growth, operational performance, and business outcomes across assigned offices.
• Monitor performance metrics, identify trends, and implement actions to improve results and retention.
• Ensure daily operations across offices—staffing, scheduling, labor management, compliance, SOPs.

Skills

Leadership

Client-centric mindset

Coaching

Communication

Analytical thinking

Travel readiness

Education

Bachelor's degree or equivalent experience

Job description

H&R Block, Inc. seeks a proactive 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 hands‑on leadership, and drive business results across locations. You’ll own office readiness, staffing, facilities, and day‑to‑day operations, while using data to identify trends and improve performance.