Regional Experience Leader, Multi-Office Retail

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

Job summary

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

You will coach Tax Professionals and Client Service Professionals, set expectations, monitor operations, and drive performance while staying hands‑on in each office.

This role emphasizes readiness, staffing, facilities, and compliance, with travel between offices and a focus on client outcomes and business results.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 3+ years leading teams in multi-unit retail/ops with outcomes accountability.
• Client-centric mindset with consultative service experience.
• Proven ability to coach, develop, and hold teams accountable.
• Ability to manage operations, staffing, facilities, and compliance across sites.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 offices.
• Evaluate execution quality and client impact; use insights to improve.
• Drive adoption of new client experience processes and tools.
• Lead Tax Professionals and Client Service Professionals; coach for performance.
• Provide coaching informed by behavior, outcomes, and real-time feedback.
• Identify patterns across offices; address performance gaps; develop bench strength.
• Own revenue, growth, and business outcomes across offices.
• Monitor performance metrics and implement actions to improve results.
• Ensure daily operations across offices: staffing, scheduling, compliance, SOPs.
• Own office readiness: facilities, equipment, supplies, recruiting, onboarding.

Skills

Leadership

Coaching

Strategic thinking

Communication

Problem solving

Data interpretation

Change management

Independent judgment

Travel readiness

Team development

Education

Bachelor’s degree or equivalent experience

Job description

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

You will coach Tax Professionals and Client Service Professionals, set expectations, monitor operations, and drive performance while staying hands‑on in each office.

This role emphasizes readiness, staffing, facilities, and compliance, with travel between offices and a focus on client outcomes and business results.