Regional Experience Leader — Multi-Office Ops

H&R Block; Pekin (IL); On-site; USD 54,000 - 67,000; Full time

Job summary

H&R Block is seeking a hands-on Area Experience Leader to oversee 4–6 retail offices, delivering a consistent, consultative client experience across all locations. You will set expectations for service, operations, and performance while coaching Tax Professionals and Client Service Professionals to anticipate client needs and strengthen execution.

In this role you’ll own office readiness, staffing, facilities, compliance, and day-to-day operations, traveling between offices to maintain a

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in multi-unit environments with accountability for performance outcomes.
• Strong client‑centric mindset with consultative experience.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results across multiple locations (labor management).
• Experience leading through change and adoption of new processes.
• Ability to prioritize across multiple locations and time pressures.
• Experience with facilities, staffing, or compliance operations.
• Strong communication and problem-solving skills, including client escalations.
• Ability to interpret data and translate insights into action.
• Ability to climb ladders and lift up to 20 pounds; travel frequently between offices.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes and tools.
• Lead Tax Professionals and Client Service Professionals, coaching for performance.
• Provide coaching informed by observed behaviors and outcomes.
• Identify patterns, address performance gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics, identify trends, and implement improvement actions.
• Ensure daily operations across offices including staffing and compliance.
• Oversee office readiness, facilities, equipment, and onboarding for seasonal demand.

Skills

Team leadership

Client experience

Operations management

Data interpretation

Communication

Education

Bachelor’s degree or equivalent experience

Tools

Labor scheduling

Job description

H&R Block is seeking a hands-on Area Experience Leader to oversee 4–6 retail offices, delivering a consistent, consultative client experience across all locations. You will set expectations for service, operations, and performance while coaching Tax Professionals and Client Service Professionals to anticipate client needs and strengthen execution.

In this role you’ll own office readiness, staffing, facilities, compliance, and day-to-day operations, traveling between offices to maintain a