Regional Office Experience Leader

H&R Block, Inc.; East Moline (IL); On-site; USD 54,000 - 64,000; Full time

Job summary

H&R Block, Inc. seeks a Multi-Office Leader to oversee 4–6 retail offices, driving a high-quality client experience across locations.

You’ll lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance in-person. Based onsite, you’ll balance strategic oversight with daily operations, manage staffing and facilities, and drive revenue and performance across the portfolio while maintaining strong client relationships and a compliant,

Qualifications

• Leadership of 3+ years in multi-unit retail/operations with performance accountability.
• Strong client-centric mindset with experience delivering consultative client experience.
• Ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results across multiple locations with labor management.
• Experience leading through change and adopting new processes.
• Ability to prioritize competing demands across locations.
• Experience with facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to travel frequently between offices with minimal overnight travel.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices with disciplined standards.
• Evaluate execution quality and client impact across locations to reinforce strengths and close gaps.
• Drive adoption of new client experience processes, tools, and behaviors with client-centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching for performance.
• Provide coaching based on observed behaviors and feedback to strengthen team execution.
• Identify patterns across offices, address performance gaps, and develop bench strength.
• Own revenue, growth, and operational performance across assigned offices.
• Monitor performance metrics, identify trends, and implement actions to improve results.
• Ensure daily operations across offices including staffing, scheduling, compliance, SOPs, service delivery.
• Own office readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal prep.

Skills

Leadership

Client-centric mindset

Coaching

Communication

Problem-solving

Data interpretation

Travel frequently

Operations management

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. seeks a Multi-Office Leader to oversee 4–6 retail offices, driving a high-quality client experience across locations.

You’ll lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance in-person. Based onsite, you’ll balance strategic oversight with daily operations, manage staffing and facilities, and drive revenue and performance across the portfolio while maintaining strong client relationships and a compliant,