Regional Office Experience Leader

H&R Block, Inc.; Memphis (TN); On-site; USD 95,000 - 130,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and ensure a consistently excellent client experience. You will coach Tax Professionals and Client Service Professionals, aligning expectations for consultative service and operating performance.

You will own office readiness, staffing, facilities, compliance, and day‑to‑day operations, driving growth, performance, and client outcomes across the portfolio. Travel between offices is required.

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.
• Ability to travel frequently between offices to maintain presence across locations.
• Ability to work a schedule that aligns with operational hours across locations, including evenings and weekends.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching for performance.
• Provide coaching informed by observed behaviors and performance outcomes.
• Identify patterns across offices and develop bench strength.
• Own revenue, growth, operational performance, and business outcomes.
• Monitor performance metrics and implement actions to improve results across locations.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Own office readiness, facilities, equipment, and onboarding for seasonal demand.

Skills

Leadership

Client-centric

Bachelor's degree

Operational management

Data interpretation

Travel willingness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and ensure a consistently excellent client experience. You will coach Tax Professionals and Client Service Professionals, aligning expectations for consultative service and operating performance.

You will own office readiness, staffing, facilities, compliance, and day‑to‑day operations, driving growth, performance, and client outcomes across the portfolio. Travel between offices is required.