Regional Experience Leader - Multi-Office Ops

H&R Block; Lake Charles (LA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Life/work balance support

Job summary

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience. You’ll set expectations for consultative service, drive operational excellence, and coach Tax Professionals and Client Service Professionals to deliver exceptional results.

You will own office readiness, staffing, compliance, and day‑to‑day operations while traveling between locations to maintain a strong in‑person presence and develop

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.
• Proven leadership 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.
• Experience leading through change and adopting new processes and ways of working.
• Ability to exercise independent judgment and prioritize competing demands across multiple locations.
• Experience with facilities, staffing, or compliance as parts of operational oversight.
• Strong communication and problem-solving skills, including handling client escalations and complex issues.
• Ability to analyze data, identify trends, and translate insights into action.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 assigned offices with disciplined execution.
• Evaluate execution quality and client impact across locations to reinforce strengths and address 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 performance.
• Provide coaching informed by observed behaviors, outcomes, and real-time feedback to strengthen team execution.
• Identify patterns across offices, address performance gaps, and develop bench strength and talent.
• Own revenue, growth, and operational performance across assigned offices.
• Monitor performance metrics, identify trends, and implement actions to improve business results.
• Ensure daily operations across offices including staffing, scheduling, compliance, and SOPs.
• Oversee office readiness, facilities, recruiting, onboarding, and seasonal planning.

Skills

Team Leadership

Client Experience

Strategic Oversight

Coaching & Development

Data-driven Decision Making

Education

Bachelor's degree or equivalent

Job description

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience. You’ll set expectations for consultative service, drive operational excellence, and coach Tax Professionals and Client Service Professionals to deliver exceptional results.

You will own office readiness, staffing, compliance, and day‑to‑day operations while traveling between locations to maintain a strong in‑person presence and develop