Regional Office Experience Leader (4–6 Sites)

H&R Block; Washington (District of Columbia); On-site; USD 65,000 - 81,000; 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 while setting clear expectations for service, operations, and performance.

You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and align staffing, facilities, compliance, and day-to-day execution across offices.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years work experience leading teams in a multi-unit environment with accountability for performance outcomes.
• Strong client-centric mindset with experience delivering consultative client experience.
• Proven leadership capability to coach, develop, and hold teams accountable.
• Experience driving business and financial results across multiple locations, including labor management.
• Experience leading through change and adoption of new processes.
• Ability to exercise independent judgment and prioritize across locations.
• Experience managing facilities, staffing, or compliance in operations.
• Strong communication and problem-solving skills, including handling client escalations.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to travel frequently between offices to maintain presence.

Responsibilities

• Own consistent delivery of the client experience across 4–6 offices.
• Evaluate execution quality and client impact to reinforce strengths and address gaps.
• Lead adoption of new client experience processes, tools, and behaviors.
• Coach Tax Professionals and Client Service Professionals for consistent performance.
• Provide coaching based on observed behaviors and outcomes to strengthen teams.
• Identify patterns across offices and develop bench strength of talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and act to improve results, acquisition, and retention.
• Oversee daily operations across offices including staffing, scheduling, and compliance.
• Ensure office readiness, facilities, recruiting, onboarding, and seasonal preparation.

Skills

Client-centric mindset

Leadership

Data interpretation

Communication

Problem solving

Travel readiness

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 while setting clear expectations for service, operations, and performance.

You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and align staffing, facilities, compliance, and day-to-day execution across offices.