Regional Office Experience Leader

H&R Block, Inc.; San Bernardino (CA); On-site; USD 72,000 - 75,000; Full time

Benefits offered by this job

Competitive pay

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader to manage a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations.

You will set expectations for consultative service, oversee staffing, facilities, and day-to-day operations, and coach teams to deliver strong business results. You will lead Tax Professionals and Client Service Professionals, driving performance, coaching for growth, and using data to identify trends.

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 travel frequently between offices to maintain in-person presence.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices with disciplined execution.
• 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.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching performance.
• Provide coaching informed by observed behaviors, outcomes, and real-time feedback.
• Identify patterns across offices, address performance gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics, identify trends, and implement actions to improve results.
• Ensure staffing, scheduling, compliance, SOPs, and service delivery are consistently executed.
• Oversee office readiness, facilities, equipment, and recruitment for seasonal demand.

Skills

Team leadership

Client-centric mindset

Coaching & development

Change management

Strategic planning

Communication skills

Problem solving

Data interpretation

Travel readiness

Labor management

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader to manage a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations.

You will set expectations for consultative service, oversee staffing, facilities, and day-to-day operations, and coach teams to deliver strong business results. You will lead Tax Professionals and Client Service Professionals, driving performance, coaching for growth, and using data to identify trends.