Regional Office Experience Leader

H&R Block, Inc.; Michigan City (IN); On-site; USD 90,000 - 150,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience.

You’ll coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and drive revenue, growth, and operational performance across offices. You will own office readiness, staffing, facilities, compliance, and day-to-day operations while developing bench strength and ensuring seasonal

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in multi-unit retail, service, or operations 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 travel frequently in-day with minimal overnight travel.
• Ability to work a schedule that aligns with operational hours across assigned locations, including evenings, weekends, and Saturdays as needed to meet business demands.

Responsibilities

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

Skills

Leadership

Client-centric

Coaching

Data analytics

Communication

Problem solving

Strategic thinking

Operations management

Change management

Prioritization

Education

Bachelor’s degree or equivalent

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience.

You’ll coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and drive revenue, growth, and operational performance across offices. You will own office readiness, staffing, facilities, compliance, and day-to-day operations while developing bench strength and ensuring seasonal