Regional Office Experience Leader

H&R Block; Lynchburg (VA); On-site; USD 54,000 - 67,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent consultative client experience and high operational standards. You will coach Tax Professionals and Client Service Professionals, drive performance, and align staffing, facilities, and processes across locations.

You will balance strategic oversight with hands-on presence, monitor metrics, and lead initiatives to strengthen client outcomes and business results while maintaining

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.
• Demonstrated ability to drive business and financial results while managing day-to-day operations across multiple locations, including labor management.
• Experience leading through change, including 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.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices with discipline and consistency.
• Evaluate execution quality and client impact across locations to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors with client-centric leadership.
• Lead Tax Professionals and Client Service Professionals by setting expectations, reinforcing accountability, and coaching for consistent performance.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes to strengthen team execution.
• Identify patterns across offices, address performance gaps, and develop bench strength and high-potential talent.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics, identify trends, and implement actions to improve results and client retention.
• Ensure 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 seasonal prep.

Skills

Team leadership

Client-centric mindset

Operational coordination

Coaching & development

Data interpretation

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent consultative client experience and high operational standards. You will coach Tax Professionals and Client Service Professionals, drive performance, and align staffing, facilities, and processes across locations.

You will balance strategic oversight with hands-on presence, monitor metrics, and lead initiatives to strengthen client outcomes and business results while maintaining