Regional Experience Leader – Multi-Office Portfolio

H&R Block, Inc.; Iowa City (IA); On-site; USD 90,000 - 120,000; Full time

Job summary

H&R Block, Inc. is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices. You will lead Tax Professionals and Client Service Professionals, coaching teams to deliver a consistent, consultative client experience while ensuring office readiness and strong business results.

You will balance strategic oversight with hands-on leadership, travel frequently between locations, and manage staffing, facilities, and compliance to support client outcomes across the region.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in multi-unit retail, service, or operations with performance accountability.
• Strong client-centric mindset with consultative client experience.
• Proven leadership to coach, develop, and hold teams accountable.
• Drive business and financial results while managing day-to-day operations across locations, including labor management.
• Experience leading through change and new processes.
• Ability to prioritize competing demands across multiple locations.
• Experience with facilities, staffing, or compliance.
• Strong communication and problem-solving, including handling client escalations and complex issues.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to climb ladders, lift up to 20 pounds; travel frequently.

Responsibilities

• Own consistent client experience delivery across 4–6 offices with disciplined execution.
• Evaluate execution quality and client impact; reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals; set expectations and coach performance.
• Provide coaching based on observed behavior, performance, and real-time feedback.
• Identify patterns, address gaps, and develop bench strength and talent.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics, identify trends, and improve business results, client acquisition, and retention.
• Ensure daily operations across offices: staffing, scheduling, compliance, SOPs, and service delivery.
• Oversee office and workforce readiness: facilities, equipment, supplies, recruiting, onboarding; seasonal prep.

Skills

Leadership

Client-centric mindset

Communication

Problem-solving

Data interpretation

Travel readiness

Coaching

Operational oversight

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices. You will lead Tax Professionals and Client Service Professionals, coaching teams to deliver a consistent, consultative client experience while ensuring office readiness and strong business results.

You will balance strategic oversight with hands-on leadership, travel frequently between locations, and manage staffing, facilities, and compliance to support client outcomes across the region.