Regional Office Experience Leader

H&R Block; Holyoke (MA); On-site; USD 54,000 - 67,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices and deliver a premium client experience across locations. You will set expectations for consultative service, operational execution, and team performance while maintaining in-office leadership presence.

You will coach Tax Professionals and Client Service Professionals, driving client satisfaction, coaching to consistent performance, and aligning priorities with business results.

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

Team leadership

Client-centric

Operations management

Strategic planning

Education

Bachelor's degree

Job description

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices and deliver a premium client experience across locations. You will set expectations for consultative service, operational execution, and team performance while maintaining in-office leadership presence.

You will coach Tax Professionals and Client Service Professionals, driving client satisfaction, coaching to consistent performance, and aligning priorities with business results.