Regional Experience Leader, Multi-Office Retail

H&R Block, Inc.; Pittsburgh (Allegheny County); On-site; USD 90,000 - 120,000; Full time

Job summary

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

You will guide Tax Professionals and Client Service Professionals, balancing strategic oversight with hands-on leadership in offices to deliver strong business results. You will own staffing, facilities, compliance, and day-to-day operations, coaching teams to meet client needs and improve performance across the

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.
• 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 or partnering in operational areas such as facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations and complex issues.
• Ability to interpret data, identify trends, and translate insights into action.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 assigned offices.
• Evaluate execution quality and client impact across locations and improve the experience.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching to performance.
• Provide coaching based on observed behaviors and real-time feedback to strengthen team execution.
• Identify patterns across offices and develop bench strength and talent.
• Own revenue, growth, and business outcomes across offices.
• Monitor performance metrics and implement actions to improve results, acquisition, and retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Prepare offices for seasonal demand and workforce readiness.

Skills

Client-centric mindset

Leadership capability

Coaching and development

Data interpretation

Communication

Problem-solving

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

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

You will guide Tax Professionals and Client Service Professionals, balancing strategic oversight with hands-on leadership in offices to deliver strong business results. You will own staffing, facilities, compliance, and day-to-day operations, coaching teams to meet client needs and improve performance across the