Regional Experience Leader - Multi-Office Retail

H&R Block; Mount Pleasant (SC); On-site; USD 95,000 - 135,000; Full time

Job summary

H&R Block is seeking a seasoned Area Experience Leader to oversee 4-6 offices, ensuring a consistently high-quality client experience. You will coach Tax Professionals and Client Service Professionals, set expectations, and drive performance while maintaining hands-on leadership across locations.

You’ll manage staffing, facilities, compliance, and day-to-day operations, using data and feedback to improve client outcomes and business results across the portfolio.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years work experience leading teams in a multi-unit 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 facilities, staffing, or compliance across multiple locations.
• 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 travel with minimal overnight travel between offices.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 offices with discipline and consistency.
• Evaluate execution quality and client impact across locations to reinforce strengths and close gaps.
• Drive adoption of new client experience processes, tools, and behaviors with client-centric leadership in offices.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching toward performance.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes to strengthen execution.
• Identify patterns across offices and develop bench strength and high-potential talent.
• Own revenue, growth, and operational performance across assigned offices.
• Monitor performance metrics and implement actions to improve results, acquisitions, and retention.
• Ensure daily operations across offices including staffing, scheduling, compliance, and SOPs.
• Oversee office readiness, facilities, equipment, supplies, recruitment, onboarding, and seasonal prep.

Skills

Leadership

Coaching

Strategic thinking

People management

Communication

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a seasoned Area Experience Leader to oversee 4-6 offices, ensuring a consistently high-quality client experience. You will coach Tax Professionals and Client Service Professionals, set expectations, and drive performance while maintaining hands-on leadership across locations.

You’ll manage staffing, facilities, compliance, and day-to-day operations, using data and feedback to improve client outcomes and business results across the portfolio.