Regional Client Experience and Operations Leader

H&R Block; Bluffton (SC); On-site; USD 95,000 - 130,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4–6 offices, ensuring a consistent, high-quality client experience across locations. You’ll set expectations for consultative service, operations, and performance while staying hands-on in daily office readiness.

You will coach Tax Professionals and Client Service Professionals, translate data into action, and drive revenue and client satisfaction.

Qualifications

• Bachelor’s degree in related field 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.
• Demonstrated ability to drive business and financial results while managing day-to-day operations across multiple locations.
• Ability to travel frequently between assigned offices.

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
• 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

Communication

Data interpretation

Problem solving

Travel readiness

Education

Bachelor’s degree

Job description

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4–6 offices, ensuring a consistent, high-quality client experience across locations. You’ll set expectations for consultative service, operations, and performance while staying hands-on in daily office readiness.

You will coach Tax Professionals and Client Service Professionals, translate data into action, and drive revenue and client satisfaction.