Regional Office Experience Leader

H&R Block, Inc.; Schaumburg (IL); On-site; USD 59,000 - 74,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

401(k) plan

Life insurance

Job summary

H&R Block, Inc. seeks an Area Experience Leader to supervise 4–6 retail offices, ensuring a consistent, high-quality client experience across locations.

You’ll set expectations for consultative service, operational execution, and business results, while remaining hands-on in day-to-day office readiness. You’ll coach Tax Professionals and Client Service Professionals, drive process adoption, monitor performance, and recruit and develop bench strength to sustain strong client outcomes and growth

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years work experience leading teams in a multi-unit retail/service/ops environment with accountability for performance outcomes.
• Strong client-centric mindset with experience delivering consultative client experience.
• Proven ability to coach, develop, and hold teams accountable.
• Experience managing day-to-day operations across multiple locations, including labor management.
• Experience leading through change and adoption of new processes.

Responsibilities

• Own consistent delivery of consultative client experience across 4-6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes and tools.
• Lead Tax Professionals and Client Service Professionals with clear expectations and coaching.
• Provide coaching informed by observed behaviors and performance outcomes.
• Identify patterns across offices and develop bench strength for growth.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics and implement actions to improve results, acquisition, and retention.
• Ensure daily operations, staffing, scheduling, compliance, and service delivery are aligned.
• Oversee office readiness, facilities, equipment, and onboarding for seasonal demand.

Skills

Multi-unit leadership

Client experience

Team coaching

Operational execution

Performance coaching

Education

Bachelor’s degree or equivalent

Job description

H&R Block, Inc. seeks an Area Experience Leader to supervise 4–6 retail offices, ensuring a consistent, high-quality client experience across locations.

You’ll set expectations for consultative service, operational execution, and business results, while remaining hands-on in day-to-day office readiness. You’ll coach Tax Professionals and Client Service Professionals, drive process adoption, monitor performance, and recruit and develop bench strength to sustain strong client outcomes and growth