Regional Office Experience Leader

H&R Block; Hempfield Township (Westmoreland County); On-site; USD 66,000 - 81,000; Full time

Job summary

H&R Block in the United States seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You will set expectations for consultative service, operational execution, and team performance while coaching Tax Professionals and Client Service Professionals.

This hands-on leader balances strategic oversight with in-office presence, drives staffing, facilities, compliance, and day-to-day operations, and

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.
• Experience leading through change, including adoption of new processes and ways of working.
• Ability to travel frequently in-day, with minimal overnight travel, between assigned offices to maintain consistent in-person presence across multiple office locations.
• Ability to work a schedule that aligns with operational hours across assigned locations, including evenings, weekends, and Saturdays as needed to meet business demands.

Responsibilities

• Own consistent 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 by setting clear expectations.
• Provide coaching informed by observed behaviors and performance outcomes.
• Identify patterns across offices and develop bench strength and high-potential talent.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics 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

Team leadership

Client-centric mindset

Coaching

Change management

Strategic thinking

Independent judgment

Travel readiness

Communication

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block in the United States seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You will set expectations for consultative service, operational execution, and team performance while coaching Tax Professionals and Client Service Professionals.

This hands-on leader balances strategic oversight with in-office presence, drives staffing, facilities, compliance, and day-to-day operations, and