Regional Office Experience Leader

H&R Block; Pikeville (KY); On-site; USD 85,000 - 110,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices and deliver a consistent, high-quality client experience. You will set expectations for consultative service, execution, and results while staying hands-on in daily operations.

You’ll coach Tax Professionals and Client Service Professionals, manage staffing and facilities, and drive performance across locations through data-driven insights, collaboration, and disciplined execution.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in multi-unit retail, service, or operations.
• Strong client-centric mindset with consultative experience.
• Proven ability to coach and develop teams and hold them accountable.
• Experience driving business results while managing multiple locations including labor management.
• Experience leading through change and adoption of new processes.
• Ability to interpret data, identify trends, and translate insights into action.
• Willingness to travel frequently across offices.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 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.
• 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.

Skills

Leadership

Client-centric

Communication

Data analysis

People development

Strategic thinking

Change management

Time management

Facilities oversight

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices and deliver a consistent, high-quality client experience. You will set expectations for consultative service, execution, and results while staying hands-on in daily operations.

You’ll coach Tax Professionals and Client Service Professionals, manage staffing and facilities, and drive performance across locations through data-driven insights, collaboration, and disciplined execution.