Regional Office Experience Leader

H&R Block; Lansing (MI); On-site; USD 110,000 - 140,000; Full time

Job summary

H&R Block seeks a Multi-Office Leader to oversee 4–6 offices, ensuring a consistent, high-quality client experience and strong operational execution across locations. You’ll lead Tax Professionals and Client Service Professionals, coaching for accountable performance and superior client outcomes.

You will own staffing, facilities, compliance, and day‑to‑day operations, driving revenue, growth, and bench strength across offices with hands‑on leadership and strategic oversight.

Qualifications

• Bachelor’s degree 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.

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 and address gaps.
• 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 experience

Operational oversight

Change management

Data interpretation

Communication

Travel coordination

Schedule management

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block seeks a Multi-Office Leader to oversee 4–6 offices, ensuring a consistent, high-quality client experience and strong operational execution across locations. You’ll lead Tax Professionals and Client Service Professionals, coaching for accountable performance and superior client outcomes.

You will own staffing, facilities, compliance, and day‑to‑day operations, driving revenue, growth, and bench strength across offices with hands‑on leadership and strategic oversight.