Regional Multi-Office Experience Leader

H&R Block, Inc.; Elkins (WV); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

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

You’ll coach Tax Professionals and Client Service Professionals, set clear expectations, and balance strategic oversight with in‑office presence to align priorities.

Through strong leadership, staffing, facilities, and compliance, you’ll drive performance, client satisfaction, and revenue across your offices.

Qualifications

• Bachelor’s degree 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 and experience delivering consultative client experience.
• Proven leadership to coach, develop, and hold teams accountable.
• Ability to drive business and financial results while managing day-to-day operations 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 in facilities, staffing, or compliance; strong communication and problem-solving skills.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to climb ladders and lift up to 20 pounds; willingness to travel across offices.
• Availability to work evenings, weekends, and Saturdays as needed.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices with disciplined standards.
• Evaluate execution quality and client impact; leverage insights to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors with client-centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching for performance.
• Provide coaching informed by observed behaviors and real-time feedback to strengthen team execution.
• Identify patterns across offices, address performance gaps, and develop bench strength.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics, identify trends, and act to improve business results, client acquisition, and retention.
• Ensure daily operations across offices, including staffing, scheduling, labor management, and SOPs.
• Oversee office readiness, facilities, equipment, supplies, recruiting, onboarding, and seasonal preparation.

Skills

Leadership

Client experience

Coaching

Operational execution

People management

Data interpretation

Travel

Education

Bachelor’s degree or equivalent experience

Job description

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

You’ll coach Tax Professionals and Client Service Professionals, set clear expectations, and balance strategic oversight with in‑office presence to align priorities.

Through strong leadership, staffing, facilities, and compliance, you’ll drive performance, client satisfaction, and revenue across your offices.