Regional Office Experience Lead

H&R Block, Inc.; Santa Maria (CA); On-site; USD 70,000 - 77,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4-6 retail offices, ensuring a consistent, high-quality client experience across locations. You will lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance in a welcoming environment.

You’ll balance strategic oversight with hands-on leadership, own office readiness, staffing, facilities, and compliance, and travel between offices to maintain strong

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 up to 20 pounds, in support of office readiness
• Ability to travel frequently in-day, with minimal overnight travel, across assigned offices
• Ability to work a schedule that aligns with operational hours across assigned locations, including evenings, weekends, and Saturdays

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 assigned offices
• Evaluate execution quality and client impact across locations
• Drive adoption of new client experience processes, tools, and behaviors
• Lead Tax Professionals and Client Service Professionals by setting clear expectations
• Provide coaching informed by observed behaviors, client interactions, performance outcomes, and real-time feedback
• 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 implement actions to improve business results
• Ensure consistent execution of daily operations across offices, including staffing and compliance
• Own office and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding

Skills

Team leadership

Client-centric mindset

Communication

Data interpretation

Travel readiness

Schedule flexibility

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4-6 retail offices, ensuring a consistent, high-quality client experience across locations. You will lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance in a welcoming environment.

You’ll balance strategic oversight with hands-on leadership, own office readiness, staffing, facilities, and compliance, and travel between offices to maintain strong