Regional Experience Leader — Multi-Office Retail

H&R Block; Burton (MI); On-site; USD 90,000 - 130,000; Full time

Job summary

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, delivering a consistent, high-quality client experience across locations. You’ll set expectations for service, execution, team performance, and business results while being hands-on in daily operations.

You'll coach Tax Professionals and Client Service Professionals, lead staffing and readiness, monitor metrics, and drive client satisfaction and growth by aligning priorities with company strategy.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years work experience 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.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 assigned offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching for performance.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes.
• Identify patterns across offices and develop bench strength and high-potential talent.
• Own revenue, growth, and business outcomes across offices.
• Monitor performance metrics and implement actions to improve results, client acquisition, and retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Oversee facilities, equipment, supplies, recruiting, onboarding, and readiness for seasonal demand.

Skills

Leadership

Client-centric

Coaching

Operational oversight

Staffing planning

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, delivering a consistent, high-quality client experience across locations. You’ll set expectations for service, execution, team performance, and business results while being hands-on in daily operations.

You'll coach Tax Professionals and Client Service Professionals, lead staffing and readiness, monitor metrics, and drive client satisfaction and growth by aligning priorities with company strategy.