Regional Experience Leader, Multi-Office Operations

H&R Block; Thomasville (AL); On-site; USD 70,000 - 100,000; Full time

Job summary

H&R Block's Area Experience Leader oversees a portfolio of 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You’ll set expectations for consultative service, operational execution, team performance, and business results.

You will coach Tax Professionals and Client Service Professionals, manage staffing, facilities, compliance, and day-to-day operations, traveling between offices to maintain a strong in-person presence and drive growth.

Qualifications

• Bachelor’s degree or equivalent experience required.
• Proven track record leading teams in multi-unit retail/service/operational environments.
• Strong client-centric mindset with experience delivering consultative client experiences.
• Demonstrated ability to drive business and financial results while managing day-to-day operations.
• Experience guiding change and adoption of new processes across locations.
• Ability to travel frequently between offices to maintain presence.

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 and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors while 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, 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 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 seasonal preparation.

Skills

Leadership

Team coaching

Client-centric

Operations leadership

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block's Area Experience Leader oversees a portfolio of 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You’ll set expectations for consultative service, operational execution, team performance, and business results.

You will coach Tax Professionals and Client Service Professionals, manage staffing, facilities, compliance, and day-to-day operations, traveling between offices to maintain a strong in-person presence and drive growth.