Regional Experience Leader — Multi-Office Operations

H&R Block, Inc.; New York (NY); On-site; USD 66,000 - 81,000; Full time

Job summary

H&R Block, Inc. is seeking an Area Experience Leader to oversee a portfolio of 4-6 retail offices, delivering a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, drive execution, and ensure readiness across locations.

The role balances strategic oversight with hands-on leadership, focusing on meeting client needs, improving business results, and developing high-performing teams. Occasional travel between offices is expected.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in multi-unit environments with performance accountability.
• Strong client-centric mindset with consultative experience.
• Proven leadership to coach and develop teams across locations.
• Experience driving business and financial results while managing daily ops.
• Ability to travel frequently between offices.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 assigned offices, ensuring standards are executed with discipline and consistency.
• Evaluate execution quality and client impact across locations, using insights to reinforce strengths, address gaps, and continuously improve the experience.
• Drive adoption of new client experience processes, tools, and behaviors while visibly demonstrating client-centric leadership in the office.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations, reinforcing accountability, and coaching to consistent performance.
• Provide coaching informed by observed behaviors, client interactions, performance outcomes, and real-time feedback to strengthen team execution.
• Identify patterns across offices, proactively address performance gaps, 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 business results, client acquisition, and retention.
• Ensure consistent execution of daily operations across offices, including staffing, scheduling, labor management, compliance, SOPs, and service delivery.
• Own office and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding, and preparation for seasonal demand.

Skills

Leadership

Client-centric mindset

Data interpretation

Communication

Problem-solving

Travel frequently

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking an Area Experience Leader to oversee a portfolio of 4-6 retail offices, delivering a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, drive execution, and ensure readiness across locations.

The role balances strategic oversight with hands-on leadership, focusing on meeting client needs, improving business results, and developing high-performing teams. Occasional travel between offices is expected.