Multi-Office Regional Leader — Client Experience

H&R Block; Warminster Township (Bucks County); On-site; USD 95,000 - 135,000; Full time

Job summary

H&R Block seeks an Area Experience Leader to oversee 4-6 offices, ensuring a consistently excellent client experience. You will coach Tax Professionals and Client Service Professionals, drive operational excellence, and align staffing and facilities with seasonal demand across locations.

You will balance strategic oversight with hands-on leadership, apply data-driven insights, and manage performance to deliver client outcomes and business results.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in multi-unit retail, service, or operations.
• Strong client-centric mindset with consultative experience.
• Proven ability to coach, develop, and hold teams accountable.
• Ability to drive business and financial results across multiple locations.
• Experience leading through change and new processes.
• Ability to prioritize across locations with independent judgment.
• Experience with facilities, staffing, or compliance.
• Strong communication and problem-solving skills.
• Ability to interpret data and translate insights into action.
• Ability to climb ladders and lift up to 20 pounds.

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 improve the experience
• Drive adoption of new client experience processes, tools, and behaviors while leading with client-centric presence
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching for consistent performance
• Provide coaching informed by observations, outcomes, and real-time feedback to strengthen team execution
• Identify patterns across offices, address performance gaps, and develop bench strength
• Own revenue, growth, and business outcomes across offices
• Monitor metrics, identify trends, and implement actions to improve results
• Ensure daily operations across offices including staffing, scheduling, compliance, and SOPs
• Own office readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal prep

Education

Bachelor’s degree or equivalent experience

3+ years leading teams in multi-unit environment

Strong client-centric leadership

Coaching and accountability

Operational and facilities management

Change management

Data interpretation and insights

Staffing and labor management

Effective communication

Travel readiness and schedule flexibility

Job description

H&R Block seeks an Area Experience Leader to oversee 4-6 offices, ensuring a consistently excellent client experience. You will coach Tax Professionals and Client Service Professionals, drive operational excellence, and align staffing and facilities with seasonal demand across locations.

You will balance strategic oversight with hands-on leadership, apply data-driven insights, and manage performance to deliver client outcomes and business results.