Regional Experience Leader, Multi-Office Retail

H&R Block, Inc.; Bardstown (KY); On-site; USD 90,000 - 130,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi‑Office Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations.

You will lead and develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance. You’ll balance strategic oversight with hands‑on leadership, align priorities, and drive revenue, workforce readiness, and operational performance across offices.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years 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.
• Strong leadership capability with proven 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, including labor management.
• Experience leading through change, including adoption of new processes and ways of working.
• Ability to exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing or partnering in operational areas such as facilities, staffing, or compliance.
• Strong communication and problem‑solving skills, including handling client escalations and complex issues.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to travel frequently in‑day, with minimal overnight travel, between assigned offices to maintain consistent in‑person presence across multiple office locations.
• Ability to work a schedule that aligns with operational hours across assigned locations, including evenings, weekends, and Saturdays as needed to meet business demands.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices.
• Evaluate execution quality and client impact across locations and reinforce strengths.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching performance.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes.
• Identify patterns across offices and develop bench strength and talent.

Skills

Leadership

Client-centric mindset

Coaching

Data interpretation

Communication

Problem-solving

Travel frequently

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi‑Office Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations.

You will lead and develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance. You’ll balance strategic oversight with hands‑on leadership, align priorities, and drive revenue, workforce readiness, and operational performance across offices.