Regional Office Experience Leader

H&R Block, Inc.; Indianapolis (IN); On-site; USD 90,000 - 130,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and deliver a consistently exceptional client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, drive performance, and ensure offices are prepared to serve clients with excellence.

You’ll balance strategic oversight with hands-on presence, manage staffing, facilities, and compliance, and own revenue and operational outcomes across your portfolio.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in multi-unit settings with accountability for performance.
• Strong client-centric mindset and consultative service delivery.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results across multiple locations.

Responsibilities

• Own delivery of the client experience across 4–6 offices with consistent standards.
• Evaluate execution quality and client impact across sites to drive improvement.
• Drive adoption of new client experience processes, tools, andBehaviors with visible leadership.
• Lead and coach Tax Professionals and Client Service Professionals to consistent performance.
• Provide coaching based on observed behaviors, performance, and feedback to strengthen teams.
• Identify patterns, address gaps, and develop bench strength and talent.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics, identify trends, and implement actions to improve results.
• Oversee daily ops: staffing, scheduling, compliance, SOPs, service delivery.
• Ensure office readiness, facilities, and onboarding for seasonal demands.

Skills

Leadership

Client-centric

Operational management

Coaching

Communication

Change management

Data interpretation

Travel readiness

Education

Bachelor’s degree or equivalent

Tools

MS Excel

CRM software

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and deliver a consistently exceptional client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, drive performance, and ensure offices are prepared to serve clients with excellence.

You’ll balance strategic oversight with hands-on presence, manage staffing, facilities, and compliance, and own revenue and operational outcomes across your portfolio.