Regional Office Experience Leader

H&R Block; Rockville (MD); On-site; USD 62,000 - 77,000; 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 across locations. You’ll set expectations for service, operations, and performance while coaching Tax Professionals and Client Service Professionals to anticipate client needs and provide expert guidance.

You’ll balance strategic oversight with hands‑on leadership, drive staffing, facilities, compliance, and day‑to‑day operations, and own

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years work experience leading teams in a multi‑unit 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.

Responsibilities

• Own consistent delivery of the client experience across 4–6 offices, ensuring standards are executed with discipline.
• Evaluate execution quality and client impact across locations to reinforce strengths and address gaps.
• 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 based on observed behaviors, feedback, and outcomes to strengthen team execution.
• Identify patterns across offices and develop bench strength and talent.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics and implement actions to improve business results and client acquisition.

Skills

Leadership

Team coaching

Client experience

Operations management

Travel readiness

Education

Bachelor’s degree

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 across locations. You’ll set expectations for service, operations, and performance while coaching Tax Professionals and Client Service Professionals to anticipate client needs and provide expert guidance.

You’ll balance strategic oversight with hands‑on leadership, drive staffing, facilities, compliance, and day‑to‑day operations, and own