Regional Office Experience Leader

H&R Block, Inc.; Irvine (CA); On-site; USD 70,000 - 77,000; Full time

Job summary

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4-6 retail offices and ensure a consistent, high-quality client experience across locations.

You’ll set expectations for consultative service, operations, and team performance as a hands-on leader. You’ll coach Tax Professionals and Client Service Professionals, drive revenue and business outcomes, and manage staffing, facilities, and compliance.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in a multi-unit retail, service, or operations environment.
• 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 exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing or partnering in operational areas such as facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations and complex issues.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to travel frequently between offices and work a schedule aligning with business hours.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 offices with disciplined execution.
• Evaluate execution quality and client impact across locations to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors in the offices.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching to performance.
• Provide coaching based on observed behaviors, client interactions, and performance outcomes.
• Identify patterns across offices, address performance gaps, and develop bench strength and talent.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics, identify trends, and implement actions to improve results and retention.
• Ensure daily operations across offices incl. staffing, scheduling, labor management, compliance, and SOPs.
• Own office readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal prep.

Skills

Leadership

Client-centric

Coaching

Data interpretation

Operational oversight

Staffing coordination

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4-6 retail offices and ensure a consistent, high-quality client experience across locations.

You’ll set expectations for consultative service, operations, and team performance as a hands-on leader. You’ll coach Tax Professionals and Client Service Professionals, drive revenue and business outcomes, and manage staffing, facilities, and compliance.