Regional Experience & Operations Leader

H&R Block; Lancaster (Lancaster County); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

H&R Block seeks a results-driven Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices and ensure a consistent, high‑quality client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and drive execution with strong leadership and disciplined operations.

With in‑person leadership across offices, you’ll manage staffing, facilities, compliance, and day‑to‑day activities while aiming to grow revenue and

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 climb ladders and lift, carry, and move boxes, supplies, equipment and other materials weighing up to 20 pounds in support of office readiness, setup, maintenance, and operational activities, with or without reasonable accommodation.
• 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 assigned locations, including evenings, weekends, and Saturdays as needed to meet business demands.

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

Team leadership

Client-centric mindset

Performance management

Operational excellence

Change management

Data interpretation

Communication skills

Education

Bachelor's degree

Job description

H&R Block seeks a results-driven Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices and ensure a consistent, high‑quality client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and drive execution with strong leadership and disciplined operations.

With in‑person leadership across offices, you’ll manage staffing, facilities, compliance, and day‑to‑day activities while aiming to grow revenue and