Regional Experience Leader, Multi-Office Ops

H&R Block, Inc.; North Brunswick Township (NJ); On-site; USD 62,000 - 73,000; Full time

Job summary

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across locations.

You’ll set expectations for consultative service, operational execution, and business results while coaching Tax Professionals and Client Service Professionals. As a hands-on leader, you’ll balance strategic oversight with in‑office presence, drive staffing, facilities, compliance, and day-to-day operations, and own revenue and growth across

Qualifications

• Requires a Bachelor’s degree or equivalent experience.
• 3+ years leading teams in multi-unit retail/service/ops with performance accountability.
• Strong client-centric mindset with consultative experience.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business results while managing day-to-day operations across locations.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices, ensuring standards are executed with discipline.
• 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.
• Lead Tax Professionals and Client Service Professionals by setting expectations, reinforcing accountability, and coaching to consistent performance.
• Provide coaching informed by observed behaviors and performance to strengthen team execution.
• Identify patterns across offices and develop bench strength and talent across locations.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve results and client retention.
• Ensure daily operations across offices including staffing, scheduling, compliance, and SOPs.
• Oversee facilities and workforce readiness including recruitment and onboarding for seasonal demand.

Skills

Leadership

Client-centric

Strategic thinking

Coaching

Communication

Travel readiness

Change management

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across locations.

You’ll set expectations for consultative service, operational execution, and business results while coaching Tax Professionals and Client Service Professionals. As a hands-on leader, you’ll balance strategic oversight with in‑office presence, drive staffing, facilities, compliance, and day-to-day operations, and own revenue and growth across