Regional Office Experience Leader

H&R Block; City of Poughkeepsie (NY); On-site; USD 62,000 - 74,000; Full time

Job summary

H&R Block seeks an Area Experience Leader to manage a portfolio of 4–6 retail offices, delivering a consistent, high-quality client experience. You will set expectations for service, operational execution, and performance, while coaching Tax Professionals and Client Service Professionals to anticipate client needs and provide expert guidance.

You will balance strategic oversight with hands-on leadership, ensuring staffing, facilities, and day-to-day operations are ready for seasonal demand and

Qualifications

• 3+ years leading teams in multi-unit retail, service, or operations with accountability for performance outcomes.
• Strong client-centric mindset with consultative client experience.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results while managing day-to-day operations across multiple locations.
• Experience leading through change and adopting new processes.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations to reinforce strengths and close gaps.
• Drive adoption of new client experience processes, tools, and behaviours.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching for consistent performance.
• Provide coaching based on observed behaviours, client interactions, and performance outcomes.

Skills

Leadership

Coaching

Client-centric

Operational excellence

Data interpretation

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block seeks an Area Experience Leader to manage a portfolio of 4–6 retail offices, delivering a consistent, high-quality client experience. You will set expectations for service, operational execution, and performance, while coaching Tax Professionals and Client Service Professionals to anticipate client needs and provide expert guidance.

You will balance strategic oversight with hands-on leadership, ensuring staffing, facilities, and day-to-day operations are ready for seasonal demand and