Regional Experience Leader, Multi-Office Retail

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

Job summary

H&R Block is seeking a Multi-Office Leader to oversee 4-6 retail offices and ensure a consistent, high-quality client experience across locations. You’ll set expectations for consultative service, operational execution, team performance, and business results.

You’ll lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance. As a hands-on leader, you’ll balance strategic oversight with in-office presence and own office

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years 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.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results across multiple locations, including labor management.
• Experience leading through change, including adoption of new processes and ways of working.
• Ability to travel frequently between offices to maintain in-person presence.

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

Leadership

Client focus

Coaching

Strategic thinking

Change management

Data interpretation

Communication

Problem solving

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader to oversee 4-6 retail offices and ensure a consistent, high-quality client experience across locations. You’ll set expectations for consultative service, operational execution, team performance, and business results.

You’ll lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance. As a hands-on leader, you’ll balance strategic oversight with in-office presence and own office