Regional Office Experience Leader

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

Job summary

H&R Block 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 set expectations for consultative service, execution, and business results while coaching Tax Professionals and Client Service Professionals.

As a hands-on, visible leader, you will manage staffing, facilities, compliance, and day-to-day operations, drive performance, and develop bench strength.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in multi-unit retail/service/operations.
• Strong client-centric mindset and leadership ability.

Responsibilities

• Own 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 and coach Tax Professionals and Client Service Professionals.
• Provide coaching based on observed behavior and performance.
• Identify patterns across offices and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement improvements.
• Ensure daily operations, staffing, scheduling, and compliance.
• Prepare offices for seasonal demand and readiness.

Skills

Leadership

Client experience

Coaching

Strategic thinking

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block 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 set expectations for consultative service, execution, and business results while coaching Tax Professionals and Client Service Professionals.

As a hands-on, visible leader, you will manage staffing, facilities, compliance, and day-to-day operations, drive performance, and develop bench strength.