Regional Experience Leader, Retail Offices

H&R Block; Sand Springs (OK); On-site; USD 90,000 - 130,000; Full time

Job summary

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices, delivering a consistent, high-quality client experience. You’ll set expectations for consultative service, operational excellence, and business results while remaining hands-on in the offices.

You’ll coach Tax Professionals and Client Service Professionals, drive improvements, manage staffing and facilities, and travel to lead in person.

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.
• Ability to travel frequently in day, with minimal overnight travel, between assigned offices to maintain consistent in-person presence across multiple office locations.
• Ability to work a schedule that aligns with operational hours across locations, including evenings, weekends, and Saturdays as needed to meet business demands.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 offices with disciplined, standard execution.
• Evaluate execution quality and client impact across locations using insights to strengthen performance.
• Drive adoption of new client experience processes, tools, and behaviors in offices.
• Coach Tax Professionals and Client Service Professionals to consistent performance and accountability.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes.
• Identify patterns across offices and develop bench strength and high-potential talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve business results, client acquisition, and retention.
• Ensure daily operations across offices including staffing, scheduling, labor management, and compliance.
• Oversee office readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal preparation.

Skills

Leadership

Coaching

Communication

Problem-solving

Client-centric

Data interpretation

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices, delivering a consistent, high-quality client experience. You’ll set expectations for consultative service, operational excellence, and business results while remaining hands-on in the offices.

You’ll coach Tax Professionals and Client Service Professionals, drive improvements, manage staffing and facilities, and travel to lead in person.