Regional Office Experience Leader

H&R Block; Conroe (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4-6 retail offices, ensuring a consistent, high-quality client experience across locations. You will set expectations for consultative service, operational excellence, and business results while coaching Tax Professionals and Client Service Professionals to exceptional performance.

The role combines hands-on leadership with strategic oversight, emphasizing staff development, process adoption, and accountability to drive

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.

Responsibilities

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

Skills

People leadership

Coaching

Client experience

Strategic oversight

Data interpretation

Travel readiness

Communication

Education

Bachelor’s degree

Job description

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4-6 retail offices, ensuring a consistent, high-quality client experience across locations. You will set expectations for consultative service, operational excellence, and business results while coaching Tax Professionals and Client Service Professionals to exceptional performance.

The role combines hands-on leadership with strategic oversight, emphasizing staff development, process adoption, and accountability to drive