Regional Office Experience Leader

H&R Block; Morehead (KY); On-site; USD 75,000 - 120,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent consultative client experience and disciplined operational execution across locations.

You will develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance in every office. Travel between offices is expected to maintain hands-on leadership and drive 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.
• 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 climb ladders and lift up to 20 pounds in support of office readiness, setup, and operations.
• Ability to travel frequently in day travel with minimal overnight travel to maintain in-person presence across offices.
• Ability to work a schedule aligning with operating hours across locations, including evenings, weekends, and Saturdays.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 offices with disciplined standards.
• 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 in the office.
• Lead Tax Professionals and Client Service Professionals by setting expectations, accountability, and coaching for performance.
• Provide coaching informed by observed behaviors and performance outcomes to strengthen team execution.
• Identify patterns across offices, address performance gaps, and develop bench strength and talent.
• Own revenue, growth, and business outcomes across offices.
• Monitor performance metrics, identify trends, and implement actions to improve results and client acquisition/retention.
• Ensure daily operations across offices including staffing, scheduling, labor, compliance, and SOP adherence.
• Oversee office readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal preparation.

Skills

Leadership

Multi-office oversight

Client experience

Coaching

Operations

Staffing

Scheduling

Finance goals

Travel readiness

Communication

Education

Bachelor’s degree in related field

Job description

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent consultative client experience and disciplined operational execution across locations.

You will develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance in every office. Travel between offices is expected to maintain hands-on leadership and drive results.