Regional Office Experience Leader

H&R Block, Inc.; Johnstown (Cambria County); On-site; USD 85,000 - 115,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and ensure every client experiences excellence in service, guidance, and operations. You will align consultative selling, staff performance, and daily operations to deliver consistent results across locations.

You’ll coach Tax Professionals and Client Service Professionals, monitor performance, manage staffing and facilities, and travel between offices to stay connected with teams while driving

Qualifications

• Bachelor’s degree or equivalent experience required.
• 3+ years leading teams in multi-location retail/service environment.
• Proven ability to coach, develop, and hold teams accountable.
• Experience managing operations across multiple locations, including staffing and facilities.
• Strong client-centric mindset with ability to deliver consultative experiences.
• Demonstrated ability to drive business and financial results.
• Excellent communication and problem-solving skills.
• Willingness to travel frequently across offices.

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 mindset

Operations coordination

Change management

Data interpretation

Decision making

Communication skills

Travel readiness

Schedule flexibility

Problem solving

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 and ensure every client experiences excellence in service, guidance, and operations. You will align consultative selling, staff performance, and daily operations to deliver consistent results across locations.

You’ll coach Tax Professionals and Client Service Professionals, monitor performance, manage staffing and facilities, and travel between offices to stay connected with teams while driving