Regional Experience Leader — Multi-Office Ops

H&R Block, Inc.; Boise (ID); Hybrid; USD 90,000 - 110,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices, ensuring a consistent, high-quality client experience across locations. You will set expectations for consultative service, guide performance, and align resources for strong business results.

You will lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance with a welcoming, confident presence in every office.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• 3+ years leading teams in a multi-unit retail/service/operations environment with performance accountability.
• Strong client-centric mindset with a consultative client experience focus.
• Proven ability to coach, develop, and hold teams accountable.
• Ability to drive business/financial results while managing day-to-day operations across locations.

Responsibilities

• Own consistent delivery of the client experience across 4-6 offices with disciplined standards.
• Evaluate execution quality and impact; use insights to improve the experience.
• Lead adoption of new client experience processes, tools, and behaviors.
• Coach Tax Professionals and Client Service Professionals to maintain performance.
• Provide real-time feedback to strengthen team execution and address gaps.
• Identify patterns, address performance gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics and implement actions to improve client acquisition and retention.
• Ensure staffing, scheduling, and compliance across locations.

Skills

Client-centric leadership

Coaching & development

Operations management

Multi-unit leadership

Education

Bachelor's degree or equivalent

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices, ensuring a consistent, high-quality client experience across locations. You will set expectations for consultative service, guide performance, and align resources for strong business results.

You will lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance with a welcoming, confident presence in every office.