Regional Experience Leader - Multi-Office Operations

H&R Block, Inc.; Saint Marys (Elk County); 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 retail offices, ensuring a consistent, high‑quality client experience across locations.

You will coach Tax Professionals and Client Service Professionals, drive revenue and operations, and maintain office readiness with strong leadership and execution. You’ll balance strategic oversight with hands‑on presence, travel between offices, and the ability to adapt processes to deliver excellent client outcomes.

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.

Responsibilities

• Own the consultative client experience across 4–6 offices, ensuring consistent standards.
• Evaluate execution quality and client impact across locations to reinforce strengths and close gaps.
• Drive adoption of new client experience processes, tools, and behaviors with client‑centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching for consistent performance.
• Provide coaching based on observations, client interactions, outcomes, and real‑time feedback.
• Identify patterns across offices and address performance gaps while developing bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics, identify trends, and drive actions to improve results and client retention.
• Ensure daily operations across offices, including staffing, scheduling, compliance, and service delivery.
• Own office readiness and staffing, including facilities, equipment, hiring, onboarding, and seasonal prep.

Skills

Leadership

Client experience

Multi-location management

Coaching

Communication

Change management

Education

Bachelor’s degree or equivalent experience

Job description

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

You will coach Tax Professionals and Client Service Professionals, drive revenue and operations, and maintain office readiness with strong leadership and execution. You’ll balance strategic oversight with hands‑on presence, travel between offices, and the ability to adapt processes to deliver excellent client outcomes.