Regional Office Experience Leader

H&R Block, Inc.; West Lebanon (NH); On-site; USD 80,000 - 110,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices.

You will set expectations for consultative client experience, operational execution, and team performance, while coaching Tax Professionals and Client Service Professionals to deliver expert guidance and a welcoming, client-centric atmosphere across all locations. As a hands-on, visible leader, you’ll manage staffing, facilities, compliance, and day-to-day operations, driving

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years 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.
• Proven leadership ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results while managing daily operations across multiple locations.
• Experience leading through change and adoption of new processes.
• Ability to exercise independent judgment and prioritize across locations.
• Experience with facilities, staffing, or compliance operations.
• Strong communication and problem-solving skills for client escalations.
• Ability to interpret data, identify trends, and translate insights into action.

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

Team coaching

Data analysis

Communication

Problem solving

Change management

Travel readiness

Scheduling flexibility

Multi-site operations

Education

Bachelor’s degree in a related field

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices.

You will set expectations for consultative client experience, operational execution, and team performance, while coaching Tax Professionals and Client Service Professionals to deliver expert guidance and a welcoming, client-centric atmosphere across all locations. As a hands-on, visible leader, you’ll manage staffing, facilities, compliance, and day-to-day operations, driving