Regional Office Experience Leader

H&R Block, Inc.; San Jose (CA); On-site; USD 72,000 - 77,000; Full time

Benefits offered by this job

Medical and prescription coverage

401(k) plan

Associate discount program

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations.

You will lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance in a welcoming setting. You will own office readiness, staffing, compliance, and day‑to‑day operations, balancing strategic oversight with hands‑on leadership.

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.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned 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.
• Identify patterns across offices, proactively address performance gaps, and develop bench strength and high‑potential talent.
• 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.
• Own office and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding, and preparation for seasonal demand.

Skills

Leadership

Client-centric mindset

Analytical skills

Communication

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations.

You will lead Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and deliver expert guidance in a welcoming setting. You will own office readiness, staffing, compliance, and day‑to‑day operations, balancing strategic oversight with hands‑on leadership.