Client Experience Leader for 4–6 Offices

H&R Block, Inc.; Dayton (OH); On-site; USD 70,000 - 110,000; Full time

Job summary

H&R Block, Inc. seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience by setting clear expectations for service, execution, and results.

You’ll coach Tax Professionals and Client Service Professionals, drive office readiness and day-to-day operations, and travel between locations to maintain visible leadership and strengthen business performance.

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.
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable.
• Demonstrated ability to drive business and financial results while managing day-to-day operations across multiple locations, including labor management.
• Experience leading through change, including adoption of new processes and ways of working.
• Ability to exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing or partnering in operational areas such as facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations and complex issues.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to climb ladders and lift, carry, and move boxes, supplies, equipment and other materials weighing up to 20 pounds in support of office readiness, setup, maintenance, and operational activities, with or without reasonable accommodation.
• Ability to travel frequently in-day, with minimal overnight travel, between assigned offices to maintain consistent in-person presence across multiple office locations.
• Ability to work a schedule that aligns with operational hours across assigned locations, including evenings, weekends, and Saturdays as needed to meet business demands.

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

Strategic planning

Client service

Team development

Communication

Problem solving

Travel readiness

Data interpretation

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience by setting clear expectations for service, execution, and results.

You’ll coach Tax Professionals and Client Service Professionals, drive office readiness and day-to-day operations, and travel between locations to maintain visible leadership and strengthen business performance.