Regional Office Experience Leader

H&R Block, Inc.; Gardner (KS); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, guiding Tax Professionals and Client Service Professionals to deliver an outstanding client experience. You’ll set expectations, coach performance, and own revenue and operational results across locations.

The role balances strategic oversight with hands-on leadership, ensuring readiness, compliance, and daily execution while supporting growth and client satisfaction across the portfolio.

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.

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

Leadership

Coaching

Client experience

Data interpretation

Communication

Problem solving

Travel readiness

Operational oversight

Team performance

Education

Bachelor’s degree or equivalent

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, guiding Tax Professionals and Client Service Professionals to deliver an outstanding client experience. You’ll set expectations, coach performance, and own revenue and operational results across locations.

The role balances strategic oversight with hands-on leadership, ensuring readiness, compliance, and daily execution while supporting growth and client satisfaction across the portfolio.