Regional Office Experience Leader

H&R Block; Steubenville (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, set clear expectations, and balance strategic oversight with hands-on leadership across locations.

You’ll own office readiness, staffing, facilities, compliance, and day-to-day operations, driving growth, performance, and client satisfaction while managing seasonal demand and

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 in day trips between assigned offices to maintain presence across locations.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 offices.
• Evaluate execution quality and client impact across locations and drive improvements.
• 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, performance outcomes, and real-time feedback.
• Identify patterns across offices, address performance gaps, and develop bench strength and talent.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics and implement actions to improve results and client acquisition.
• Ensure daily operations across offices including staffing, scheduling, compliance, and SOPs.
• Oversee office readiness including facilities, equipment, supplies, and onboarding for seasonal demand.

Education

Bachelor’s degree

Job description

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, set clear expectations, and balance strategic oversight with hands-on leadership across locations.

You’ll own office readiness, staffing, facilities, compliance, and day-to-day operations, driving growth, performance, and client satisfaction while managing seasonal demand and