Regional Experience Leader - Multi-Office Retail

H&R Block, Inc.; Goshen (IN); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, delivering a consistently high‑quality client experience.

You’ll coach Tax Professionals and Client Service Professionals, ensuring readiness, compliance, and strong performance across locations. You’ll balance strategic oversight with hands‑on leadership, aligning priorities, strengthening execution, and supporting client outcomes and business results.

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.

Responsibilities

• Own delivery of the consultative client experience across 4–6 offices with consistent standards.
• Evaluate execution quality and client impact across locations to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors across offices.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching for consistent performance.
• Provide coaching informed by observed behaviors, performance outcomes, and real‑time feedback to strengthen team execution.
• Identify patterns across offices, address performance gaps, and develop bench strength.
• Own revenue, growth, and business outcomes across assigned offices.
• Monitor performance metrics, identify trends, and implement actions to improve results.
• Ensure daily operations across offices including staffing, scheduling, compliance, and SOPs.
• Own office and workforce readiness, including facilities, equipment, and onboarding for seasonal demand.

Skills

Leadership

Client-centric

Data interpretation

Multi-location operations

People coaching

Change management

Communication

Problem solving

Schedule flexibility

Travel readiness

Education

Bachelor’s degree in a related field or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, delivering a consistently high‑quality client experience.

You’ll coach Tax Professionals and Client Service Professionals, ensuring readiness, compliance, and strong performance across locations. You’ll balance strategic oversight with hands‑on leadership, aligning priorities, strengthening execution, and supporting client outcomes and business results.