Regional Office Experience Leader

H&R Block; Killeen (TX); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Support for life

Job summary

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices, ensuring a consistently excellent client experience and strong operational execution across locations.

You will coach Tax Professionals and Client Service Professionals, foster a client-centric culture, and align staffing, facilities, and processes to drive revenue and growth while maintaining readiness for seasonal demand.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years work experience leading teams in a multi-unit retail, service, or operations environment with accountability for performance outcomes.
• Strong client-centric mindset with experience delivering consultative client experience.
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable.
• Experience managing operations across multiple locations including staffing and labor management.
• Ability to travel frequently in day trips with minimal overnight travel.
• Ability to work a schedule including evenings and weekends to meet business demands.

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

Leadership

Client-centric mindset

Data analysis

Strategic thinking

Communication

Problem-solving

Travel flexibility

Multisite management

Education

Bachelor’s degree

Job description

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices, ensuring a consistently excellent client experience and strong operational execution across locations.

You will coach Tax Professionals and Client Service Professionals, foster a client-centric culture, and align staffing, facilities, and processes to drive revenue and growth while maintaining readiness for seasonal demand.