Regional Experience Leader - Multi-Office Operations

H&R Block; Town of Oconomowoc (WI); In loco; USD 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and deliver a consistent, high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, balancing strategic oversight with hands-on leadership to drive client outcomes and business performance.

You will own office readiness, staffing, facilities, compliance, and day-to-day operations, leveraging data and insights to improve execution and results.

Competenze

• 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.
• Strong communication and problem-solving skills, including handling client escalations and complex issues.
• Ability to travel frequently between assigned offices to maintain in-person presence.

Mansioni

• 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 execution of daily operations across offices, including staffing, scheduling, labor management, compliance, SOPs, and service delivery.
• Own office readiness, staffing, facilities, and onboarding for seasonal demand across locations.

Conoscenze

Leadership

Client-centric mindset

Communication

Data interpretation

Problem solving

Travel readiness

Change management

Team coaching

Formazione

Bachelor’s degree or equivalent experience

Descrizione del lavoro

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and deliver a consistent, high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, balancing strategic oversight with hands-on leadership to drive client outcomes and business performance.

You will own office readiness, staffing, facilities, compliance, and day-to-day operations, leveraging data and insights to improve execution and results.