Regional Office Experience Leader

H&R Block, Inc.; Johnstown (Cambria County); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

H&R Block, Inc. is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high-quality client experience.

You’ll set expectations for consultative service, operational execution, and team performance across locations. In this hands-on leadership role, you’ll coach Tax Professionals and Client Service Professionals, manage staffing and facilities, monitor metrics, and drive revenue growth while maintaining compliance and readiness for seasonal

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in multi-unit retail/service/operations with accountability for performance outcomes.
• Strong client-centric mindset with experience delivering consultative client experience.
• Strong leadership capable; ability to coach, develop, and hold teams accountable.
• Proven ability to drive business and financial results across multiple locations, including labor management.
• Experience leading through change and 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 climb ladders and lift up to 20 pounds for office readiness and operations.
• Willingness to travel frequently in-day between offices to maintain in-person presence.
• Ability to work a schedule aligned with operational hours including evenings, weekends, and Saturdays.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations and reinforce strengths.
• Drive adoption of new client experience processes, tools, and behaviors in the office.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and accountability.
• Provide coaching informed by observed behaviors and performance outcomes to strengthen execution.
• Identify patterns across offices, address performance gaps, and develop bench strength.
• Own revenue, growth, and business outcomes across assigned offices.
• Monitor performance metrics and implement actions to improve results and client acquisition/retention.
• Ensure consistent daily operations across offices including staffing, scheduling, and compliance.
• Own office readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal preparation.

Skills

Client-centric mindset

Leadership capability

Data interpretation

Communication skills

Problem-solving

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high-quality client experience.

You’ll set expectations for consultative service, operational execution, and team performance across locations. In this hands-on leadership role, you’ll coach Tax Professionals and Client Service Professionals, manage staffing and facilities, monitor metrics, and drive revenue growth while maintaining compliance and readiness for seasonal