Regional Office Experience Leader

H&R Block, Inc.; Appleton (WI); On-site; USD 110,000 - 160,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices. You’ll set expectations for consultative service, guide teams to deliver an exceptional client experience, and drive business results across locations.

You’ll coach Tax Professionals and Client Service Professionals, ensuring readiness, compliance, and strong execution. This hands‑on leader travels frequently to maintain in‑person presence and align priorities across offices.

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.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices.
• Evaluate execution quality and client impact across locations; reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching to performance.
• 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 including staffing, scheduling, and compliance.
• Own office and workforce readiness including facilities, equipment, supplies, and onboarding.

Skills

Leadership

Client-centric mindset

Coaching teams

Analytical thinking

Education

Bachelor's degree or equivalent experience

Tools

Scheduling & labor management tools

Operations planning software

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices. You’ll set expectations for consultative service, guide teams to deliver an exceptional client experience, and drive business results across locations.

You’ll coach Tax Professionals and Client Service Professionals, ensuring readiness, compliance, and strong execution. This hands‑on leader travels frequently to maintain in‑person presence and align priorities across offices.