Regional Office Experience Leader

H&R Block; Cambridge (MN); On-site; USD 54,000 - 67,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience. You’ll coach Tax Professionals and Client Service Professionals, setting clear expectations and driving performance across locations.

You will balance strategic oversight with hands-on leadership, manage office readiness, staffing, and compliance, and focus on revenue growth and client satisfaction.

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 with experience delivering consultative client experience.
• Ability to travel frequently between offices to maintain presence across locations.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices, ensuring standards are executed with discipline and consistency.
• Evaluate execution quality and client impact across locations, using insights to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors with client-centric leadership in the office.
• Lead Tax Professionals and Client Service Professionals by setting 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, address performance gaps, and develop bench strength and talent.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics, identify trends, and implement actions to improve business results and client acquisition/retention.
• Ensure 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 seasonal preparation.

Skills

Leadership

Client-centric mindset

Communication skills

Problem solving

Data interpretation

Travel frequently

Schedule flexibility

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience. You’ll coach Tax Professionals and Client Service Professionals, setting clear expectations and driving performance across locations.

You will balance strategic oversight with hands-on leadership, manage office readiness, staffing, and compliance, and focus on revenue growth and client satisfaction.