Regional Experience Leader - Multi-Office Operations

H&R Block; New London (CT); On-site; USD 100,000 - 150,000; 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 will lead Tax Professionals and Client Service Professionals, coach teams, and balance strategic oversight with hands-on leadership to align priorities and drive business results.

Responsibilities include driving office readiness, staffing, facilities, and adherence to compliance, while monitoring performance and delivering excellent client

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 between assigned offices to maintain in-person presence.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 assigned offices.
• Evaluate execution quality and client impact across locations to reinforce strengths and address gaps.
• 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 outcomes, and real-time feedback.
• 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 and client retention.
• Ensure daily operations, staffing, scheduling, and compliance across offices.
• Oversee office readiness, facilities, and onboarding for seasonal demand.

Skills

Leadership experience

Client-centric mindset

Data interpretation

Communication skills

Travel readiness

Operational oversight

Coaching

Facilities & compliance

Staffing & scheduling

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 will lead Tax Professionals and Client Service Professionals, coach teams, and balance strategic oversight with hands-on leadership to align priorities and drive business results.

Responsibilities include driving office readiness, staffing, facilities, and adherence to compliance, while monitoring performance and delivering excellent client