Regional Experience Leader – Multi-Office Operations

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

Job summary

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4–6 offices, ensuring a consistent, high‑quality client experience across locations.

You’ll coach Tax Professionals and Client Service Professionals while balancing strategic oversight with hands‑on leadership to drive client outcomes and business results. You will own office readiness, staffing, and day‑to‑day operations, and travel frequently to maintain in‑person presence across locations, including evenings and weekends as

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.
• Experience driving business and financial results while managing day-to-day operations across multiple locations, including labor management.
• Experience leading through change and adoption of new processes.
• Ability to exercise independent judgment and prioritize across multiple locations.
• Experience managing facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to travel between offices and work after-hours as needed.

Responsibilities

• Lead 4–6 offices to deliver a consistent client experience with discipline.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes and tools.
• Lead Tax Professionals and Client Service Professionals, coaching for performance.
• Provide coaching informed by observed behaviors and outcomes.
• Identify patterns, address performance gaps, and develop bench strength.
• Own revenue, growth, operational performance, and business outcomes.
• Monitor metrics and take actions to improve results and retention.
• Ensure daily operations across offices including staffing and compliance.
• Prepare offices and workforce for seasonal demand.

Skills

Leadership

Client-centric

Communication

Problem solving

Data interpretation

Education

Bachelor's degree

Job description

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4–6 offices, ensuring a consistent, high‑quality client experience across locations.

You’ll coach Tax Professionals and Client Service Professionals while balancing strategic oversight with hands‑on leadership to drive client outcomes and business results. You will own office readiness, staffing, and day‑to‑day operations, and travel frequently to maintain in‑person presence across locations, including evenings and weekends as