Regional Experience Leader, Multi-Office Retail

H&R Block, Inc.; Las Cruces (NM); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Life/work balance programs

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4–6 retail offices, driving a consistent, high-quality client experience across locations. You will guide Tax Professionals and Client Service Professionals, balancing strategic oversight with hands-on leadership to ensure strong execution and client outcomes.

The role focuses on office readiness, staffing, compliance, and daily operations, while coaching teams to achieve business results and elevated service levels across all offices.

Qualifications

• Bachelor’s degree or equivalent experience is required.
• 3+ years work experience leading teams in a multi-unit retail, service, or operations environment.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices, ensuring standards are executed with discipline and consistency
• Evaluate execution quality and client impact across locations, using insights to reinforce strengths, address gaps, and continuously improve the experience
• Drive adoption of new client experience processes, tools, and behaviors while visibly demonstrating client-centric leadership in the office
• Lead Tax Professionals and Client Service Professionals by setting clear expectations, reinforcing accountability, and coaching to consistent performance
• Provide coaching informed by observed behaviors, client interactions, performance outcomes, and real-time feedback to strengthen team execution
• Identify patterns across offices, proactively address performance gaps, and develop bench strength and high-potential talent
• Own revenue, growth, operational performance, and business outcomes across assigned offices
• Monitor performance metrics, identify trends, and implement actions to improve business results, client acquisition, and retention
• Ensure consistent execution of daily operations across offices, including staffing, scheduling, labor management, compliance, SOPs, and service delivery
• Own office and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding, and preparation for seasonal demand

Skills

Team leadership

Client-centric mindset

Coaching

Operational leadership

Data interpretation

Problem solving

Communication

Ability to travel

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4–6 retail offices, driving a consistent, high-quality client experience across locations. You will guide Tax Professionals and Client Service Professionals, balancing strategic oversight with hands-on leadership to ensure strong execution and client outcomes.

The role focuses on office readiness, staffing, compliance, and daily operations, while coaching teams to achieve business results and elevated service levels across all offices.