Regional Office Experience Leader

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

Job summary

H&R Block, a trusted leader in tax services, seeks an Area Experience Leader to oversee 4–6 offices. You will set expectations for consultative service, guide operational execution, and coach teams to deliver a consistent, high-quality client experience across locations.

As a visible, hands-on leader, you will balance strategic oversight with in‑office presence, drive staffing and readiness, monitor performance, and align priorities to improve client outcomes and business results.

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.
• Ability to travel frequently between 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

People leadership

Multi-unit leadership

Client experience

Operational excellence

Communication

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, a trusted leader in tax services, seeks an Area Experience Leader to oversee 4–6 offices. You will set expectations for consultative service, guide operational execution, and coach teams to deliver a consistent, high-quality client experience across locations.

As a visible, hands-on leader, you will balance strategic oversight with in‑office presence, drive staffing and readiness, monitor performance, and align priorities to improve client outcomes and business results.