Regional Office Experience Leader

H&R Block, Inc.; Town of Amherst (NY); On-site; USD 62,000 - 67,000; Full time

Job summary

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

You will set expectations for consultative service, operations, and team performance while coaching Tax Professionals and Client Service Professionals. As a visible leader, you will balance strategic oversight with hands-on presence, hire and onboard staff, and drive revenue, growth, and compliance across offices to deliver exceptional client

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years leading teams in a multi-unit retail, service, or operations environment.
• Strong client-centric mindset with experience delivering consultative client experience.
• Proven ability to coach, develop, and hold teams accountable.
• Ability to drive business results while managing day-to-day operations across locations.
• Experience leading through change and adoption of new processes.
• Ability to prioritize across multiple locations and manage facilities, staffing, or compliance.
• Strong communication and problem-solving skills.

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.
• Provide coaching informed by observed behaviors and performance outcomes.
• Identify patterns, address performance gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve results.
• Ensure daily operations, staffing, scheduling, and compliance across offices.
• Own office readiness, facilities, equipment, and onboarding for seasonal demand.

Skills

Leadership

Multi-unit management

Client experience

Operations management

Coaching

Strategic planning

Communication

Education

Bachelor's degree or equivalent

Job description

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

You will set expectations for consultative service, operations, and team performance while coaching Tax Professionals and Client Service Professionals. As a visible leader, you will balance strategic oversight with hands-on presence, hire and onboard staff, and drive revenue, growth, and compliance across offices to deliver exceptional client