Regional Experience Leader, Retail Offices

H&R Block, Inc.; Pine Bluff (AR); On-site; USD 70,000 - 100,000; Full time

Job summary

H&R Block 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 coach Tax Professionals and Client Service Professionals, manage staffing, facilities, compliance, and daily operations, and drive revenue, growth, and client satisfaction. Travel between offices is required, with some evenings and weekends expected.

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 travel frequently between assigned offices.
• Ability to work schedule aligning with operational hours, including evenings, weekends, and Saturdays as needed.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 offices with disciplined execution.
• 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.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching for performance.
• Provide coaching informed by observed behaviors and outcomes to strengthen team execution.
• Identify patterns across offices, address performance gaps, and develop bench strength.
• Own revenue, growth, and operational performance across assigned offices.
• Monitor performance metrics and take actions to improve business results and client retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Oversee office readiness, facilities, equipment, supplies, recruiting, onboarding, and seasonal preparation.

Skills

Team leadership

Multi-unit operations

Client-centric mindset

Coaching

Operational management

Change management

Data interpretation

Communication

Problem solving

Travel readiness

Education

Bachelor’s degree

Job description

H&R Block 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 coach Tax Professionals and Client Service Professionals, manage staffing, facilities, compliance, and daily operations, and drive revenue, growth, and client satisfaction. Travel between offices is required, with some evenings and weekends expected.