Regional Office Experience Leader (4–6 Sites)

H&R Block; Hagerstown (MD); On-site; USD 54,000 - 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 consistently excellent client experience. You will set expectations for service delivery, operational execution, and team performance while coaching Tax Professionals and Client Service Professionals.

You’ll balance strategic leadership with hands-on involvement, monitor performance, and drive revenue, growth, and client acquisition across the portfolio.

Qualifications

• Bachelor's degree 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 experiences.
• Proven leadership to coach, develop, and hold teams accountable.
• Experience driving business and financial results while managing day-to-day operations across multiple locations.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 offices.
• Evaluate execution quality and client impact across locations to improve the experience.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals with clear expectations.
• Coach based on observed behavior, performance, and real-time feedback.
• Identify patterns, address gaps, and develop bench strength.

Skills

Leadership

Client-centric mindset

Communication

Problem-solving

Data interpretation

Travel readiness

Staffing & scheduling

Labor management

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 consistently excellent client experience. You will set expectations for service delivery, operational execution, and team performance while coaching Tax Professionals and Client Service Professionals.

You’ll balance strategic leadership with hands-on involvement, monitor performance, and drive revenue, growth, and client acquisition across the portfolio.