Regional Office Experience Leader

H&R Block, Inc.; Pontiac (IL); On-site; USD 54,000 - 64,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4–6 retail offices, delivering a consistent, high‑quality client experience across locations through clear expectations for service, operations, and results.

You’ll coach Tax Professionals and Client Service Professionals, lead in‑office presence, drive process adoption, staff readiness, and ensure revenue and performance targets are met while maintaining a client‑centric culture.

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 etc.

Responsibilities

• Own consistent delivery of the 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 with clear expectations and accountability.
• Provide coaching informed by observed behaviors, client interactions, performance outcomes, and real‑time feedback.
• Identify patterns across offices and develop bench strength and high‑potential talent.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics, identify trends, and implement actions to improve results.

Skills

Leadership

Customer experience

Operational excellence

Team coaching

Budget management

Analytics

Travel readiness

Education

Bachelor's degree

Job description

H&R Block, Inc. is seeking a Multi-Office Leader to oversee 4–6 retail offices, delivering a consistent, high‑quality client experience across locations through clear expectations for service, operations, and results.

You’ll coach Tax Professionals and Client Service Professionals, lead in‑office presence, drive process adoption, staff readiness, and ensure revenue and performance targets are met while maintaining a client‑centric culture.