Regional Office Experience Leader

H&R Block, Inc.; Glen Burnie (MD); On-site; USD 59,000 - 70,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices. You will coach Tax Professionals and Client Service Professionals, align consultative client service with operational excellence, and drive business outcomes across locations.

You’ll balance strategic oversight with hands-on leadership, ensuring staffing, facilities, compliance, and day-to-day readiness across offices, while delivering a consistently excellent client experience.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 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.
• Experience leading through change and adoption of new processes and ways of working.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices, ensuring standards are followed.
• Evaluate execution quality and client impact across locations; use 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 performance.
• Provide coaching informed by observed behaviors, performance outcomes, and real-time feedback.
• Identify patterns across offices, address performance gaps, and develop bench strength.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics, identify trends, and implement actions to improve results.
• Ensure daily operations across offices including staffing, scheduling, compliance, and SOPs.

Skills

Strong leadership capability

Client-centric mindset

Strategic oversight

Data interpretation

Communication and problem solving

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices. You will coach Tax Professionals and Client Service Professionals, align consultative client service with operational excellence, and drive business outcomes across locations.

You’ll balance strategic oversight with hands-on leadership, ensuring staffing, facilities, compliance, and day-to-day readiness across offices, while delivering a consistently excellent client experience.