Regional Experience Leader - Multi-Office Operations

H&R Block; Silver Spring (MD); On-site; USD 62,000 - 77,000; Full time

Benefits offered by this job

Medical and prescription drug coverage

401(k) plan

Employee Assistance Program (EAP)

Fitness center programs

Associate discount program

Business Travel Accident Insurance

Associate Tax Prep benefit

Job summary

H&R Block 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, champion client-centric service, and drive operational excellence in staffing, facilities, and readiness.

The role blends strategic oversight with hands-on leadership, balancing priorities to improve client outcomes and business 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.

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 across locations

Client-centric mindset

Coaching & development

Operational excellence

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block 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, champion client-centric service, and drive operational excellence in staffing, facilities, and readiness.

The role blends strategic oversight with hands-on leadership, balancing priorities to improve client outcomes and business performance.