Regional Office Experience Leader

H&R Block, Inc.; Dubuque (IA); On-site; USD 90,000 - 120,000; Full time

Job summary

H&R Block, Inc. seeks a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations.

You’ll set expectations for consultative service, execution, team performance, and business results. You’ll lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, deliver expert guidance, and create a welcoming, confident experience in every office.

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 with accountability for performance outcomes.
• Strong client‑centric mindset with experience delivering consultative client experience.
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable.
• Demonstrated ability to drive business and financial results while managing day‑to‑day operations across multiple locations, including labor management.
• Experience leading through change, including adoption of new processes and ways of working.
• Ability to exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing or partnering in operational areas such as facilities, staffing, or compliance.
• Strong communication and problem‑solving skills, including handling client escalations and complex issues.
• Ability to interpret data, identify trends, and translate insights into action.

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 clear expectations and coaching for consistent performance.
• Provide coaching based on observed behaviors, client interactions, performance outcomes, and real‑time feedback.
• Identify patterns across offices, address performance gaps, and develop bench strength and high‑potential talent.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics, identify trends, and take actions to improve results, client acquisition, and retention.
• Ensure consistent 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 prep.

Skills

People leadership

Coaching

Client-centric

Data interpretation

Multi-location leadership

Travel readiness

Education

Bachelor's degree

Job description

H&R Block, Inc. seeks a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations.

You’ll set expectations for consultative service, execution, team performance, and business results. You’ll lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs, deliver expert guidance, and create a welcoming, confident experience in every office.