Regional Office Experience Leader

H&R Block; Cedar Rapids (IA); On-site; USD 75,000 - 110,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience and strong operational execution.

You will coach Tax Professionals and Client Service Professionals, set clear expectations, and balance strategic oversight with hands-on leadership to improve client outcomes and business results across all offices. Travel between locations is expected to maintain in-person presence.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in multi-unit environments with accountability for performance outcomes.
• Strong client-centric mindset with consultative service delivery.
• Proven leadership to coach, develop, and hold teams accountable.
• Experience driving business results while managing day-to-day operations across multiple locations.
• Experience leading change and adoption of new processes.
• Ability to prioritize across locations with independent judgment.
• Experience with facilities, staffing, and compliance.
• Strong communication and problem-solving, including handling client escalations.
• Ability to travel frequently between offices for in-person leadership.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices.
• Evaluate execution quality and client impact across locations; use insights to improve.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals; set clear expectations and accountability.
• Provide coaching informed by observed behaviors and performance outcomes.
• Identify patterns across offices and develop bench strength and talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and take 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 readiness, facilities, recruiting, onboarding, and seasonal preparedness.

Skills

Team Leadership

Coaching

Client Experience

Performance Management

Change Management

Data Interpretation

Communication

Travel Ability

Strategic Oversight

Scheduling & Staffing

Education

Bachelor's degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience and strong operational execution.

You will coach Tax Professionals and Client Service Professionals, set clear expectations, and balance strategic oversight with hands-on leadership to improve client outcomes and business results across all offices. Travel between locations is expected to maintain in-person presence.