Regional Office Experience Leader

H&R Block; Chelmsford (MA); On-site; USD 62,000 - 77,000; Full time

Job summary

H&R Block in the United States seeks a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices, delivering a consistent, high-quality client experience and driving business results.

You’ll coach Tax Professionals and Client Service Professionals, lead staffing, facilities, compliance, and day-to-day operations, and travel across offices to maintain strong in-person leadership and execution.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in a multi-unit retail/service/operational environment with accountability for performance.
• Strong client-centric mindset with experience delivering consultative client experience.
• Strong leadership with ability to coach, develop, and hold teams accountable.
• Drive business/financial results while managing day-to-day operations across multiple locations (labor management).
• Experience leading through change and adoption of new processes.
• Ability to prioritize across multiple locations with independent judgment.
• Experience with facilities, staffing, or compliance operations.
• Strong communication and problem-solving skills, including handling client escalations.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to climb ladders and lift up to 20 pounds.
• Willingness to travel frequently in-day between offices.
• Schedule flexibility including evenings/weekends to meet business demands.

Responsibilities

• Own consistent delivery of the consultant client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes and tools.
• Lead Tax Professionals and Client Service Professionals with clear expectations.
• Provide coaching based on observed behaviors and performance.
• Identify patterns across offices and develop bench strength and talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve results.

Skills

Leadership

Client-centric mindset

Data interpretation

Communication

Problem-solving

Travel readiness

Strategic thinking

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block in the United States seeks a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices, delivering a consistent, high-quality client experience and driving business results.

You’ll coach Tax Professionals and Client Service Professionals, lead staffing, facilities, compliance, and day-to-day operations, and travel across offices to maintain strong in-person leadership and execution.