Regional Office Experience Leader

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

Job summary

H&R Block is seeking a seasoned Area Experience Leader to oversee 4-6 retail offices, ensuring a consistently exceptional client experience across locations. You will set expectations for consultative service, drive operational excellence, coach Tax Professionals and Client Service Professionals, and align team performance with business goals.

As a visible, hands-on leader, you’ll balance strategic oversight with in-office presence, guide staffing and onboarding, monitor metrics, and push for

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years 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.
• 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 interpret data, identify trends, and translate insights into action.
• Ability to travel frequently between offices to maintain presence across locations.
• Ability to work a schedule that aligns with operational hours across locations, including evenings, weekends, and Saturdays as needed.

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
• These responsibilities reflect the role as described in the job posting.

Skills

Leadership

Client-centric mindset

Coaching

Data interpretation

Communication

Problem-solving

Multi-location leadership

Travel flexibility

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a seasoned Area Experience Leader to oversee 4-6 retail offices, ensuring a consistently exceptional client experience across locations. You will set expectations for consultative service, drive operational excellence, coach Tax Professionals and Client Service Professionals, and align team performance with business goals.

As a visible, hands-on leader, you’ll balance strategic oversight with in-office presence, guide staffing and onboarding, monitor metrics, and push for