Regional Office Experience Leader

H&R Block, Inc.; El Centro (CA); On-site; USD 72,000 - 75,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience and strong business outcomes across locations.

You will lead Tax Professionals and Client Service Professionals, coach teams to anticipate client needs, and balance strategic oversight with hands-on leadership in-office across offices.

Qualifications

• Bachelor’s degree 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.
• Physical ability to climb ladders and lift up to 20 pounds in support of office readiness.
• Ability to travel frequently in-day between assigned offices to maintain in-person presence.
• Ability to work a schedule aligning with operational hours including evenings, weekends, and Saturdays.

Responsibilities

• Own delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals with clear expectations and accountability.
• Provide coaching based on observed behaviors and performance outcomes.
• Identify patterns across offices and develop bench strength and talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and drive improvements in business results and client retention.
• Ensure daily operations across offices including staffing, scheduling, and compliance.
• Oversee office readiness, facilities, recruiting, onboarding, and seasonal prep.

Skills

Leadership

Client-centric

Communication

Problem-solving

Data interpretation

Travel

Scheduling

Coaching

Financial results

Education

Bachelor's degree or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience and strong business outcomes across locations.

You will lead Tax Professionals and Client Service Professionals, coach teams to anticipate client needs, and balance strategic oversight with hands-on leadership in-office across offices.