Regional Experience Leader — Multi-Office Retail

H&R Block; Town of Florida (NY); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices and ensure a consistently excellent client experience across locations. You will lead Tax Professionals and Client Service Professionals, coaching teams to deliver expert guidance and a welcoming, confident client journey.

In this hands-on role, you’ll set expectations, monitor performance, and drive revenue and operating results while managing staffing, facilities, and compliance

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 leadership capability with coaching, development, and accountability.
• Demonstrated ability to drive business and financial results across multiple locations, including labor management.
• Experience leading through change and adoption of new processes.
• Ability to exercise independent judgment and prioritize across locations.
• Experience managing facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations.
• Ability to interpret data and translate insights into action.
• Ability to travel frequently between offices to maintain in-person presence.
• Ability to work a schedule aligning with operational hours, including evenings/weekends.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes and tools.
• Lead Tax Professionals and Client Service Professionals with clear expectations and accountability.
• Provide coaching based on observed behaviors and performance data.
• Identify patterns, address gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics and implement actions to improve results and retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Oversee office readiness, facilities, and equipment across locations.

Skills

Leadership experience

Client-centric mindset

Data interpretation

Communication & problem-solving

Multi-location management

Travel readiness

Scheduling & flexibility

Education

Bachelor’s degree or equivalent

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices and ensure a consistently excellent client experience across locations. You will lead Tax Professionals and Client Service Professionals, coaching teams to deliver expert guidance and a welcoming, confident client journey.

In this hands-on role, you’ll set expectations, monitor performance, and drive revenue and operating results while managing staffing, facilities, and compliance