Regional Office Experience Leader

H&R Block; Irvington (NJ); On-site; USD 65,000 - 81,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and drive revenue and operational performance across the offices.

The role emphasizes staffing, facilities, compliance, and daily operations, with travel across locations and a schedule aligned to busy periods.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in a multi-unit retail/service/ops environment with accountability for performance outcomes.
• Strong client-centric mindset delivering consultative client experience.
• Proven leadership with coaching, development, and accountability of teams.
• Experience leading through change and adopting new processes/ways of working.
• Able to travel frequently, many days on-site across offices.

Responsibilities

• Own consistent, consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact; reinforce strengths and close gaps.
• Drive adoption of new client-experience processes, tools, and behaviors.
• Lead Tax Pros and Client Service Pros; set expectations and coach for consistent performance.
• Provide coaching based on observed behavior, performance, and real-time feedback.
• Identify patterns, address gaps, and develop bench strength and talent.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics and take actions to improve client acquisition and retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Prepare offices for seasonal demand with facilities, supplies, and onboarding.

Skills

Leadership

Operations management

Customer focus

Data-driven decision making

Communication

Education

Bachelor's degree or equivalent

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and drive revenue and operational performance across the offices.

The role emphasizes staffing, facilities, compliance, and daily operations, with travel across locations and a schedule aligned to busy periods.