Regional Experience Leader - Multi-Office Ops & Growth

H&R Block, Inc.; Toms River (NJ); On-site; USD 59,000 - 74,000; Full time

Benefits offered by this job

Medical coverage and prescription drug

401(k) Plan

Employee Assistance Program

Fitness center programs

Associate discount program

Business Travel Accident Insurance

Job summary

H&R Block, Inc. in the United States seeks an Area Experience Leader to oversee 4-6 retail offices, ensuring a consistent, high-quality client experience.

You will coach Tax Professionals and Client Service Professionals, set expectations, and balance strategic oversight with hands-on leadership. This role drives office readiness, staffing, compliance, and performance, delivering strong business results and client satisfaction.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.

Responsibilities

• 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, address gaps, and continuously improve the experience
• Drive adoption of new client experience processes, tools, and behaviors while visibly 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, proactively 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 and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding, and preparation for seasonal demand

Skills

Leadership

Client-centric mindset

Change management

Data interpretation

Communication skills

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. in the United States seeks an Area Experience Leader to oversee 4-6 retail offices, ensuring a consistent, high-quality client experience.

You will coach Tax Professionals and Client Service Professionals, set expectations, and balance strategic oversight with hands-on leadership. This role drives office readiness, staffing, compliance, and performance, delivering strong business results and client satisfaction.