Regional Client Experience & Growth Leader

H&R Block; Lancaster (OH); On-site; USD 90,000 - 115,000; Full time

Job summary

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 offices, ensuring a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and drive both client outcomes and business performance.

You will own office readiness, staffing, facilities, compliance, and daily operations, while developing bench strength and ensuring strong execution across locations.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years leading teams in multi-unit retail/service/operations.
• Strong client-centric mindset with consultative experience.
• Proven leadership with coaching and accountability.
• Ability to drive business results while managing day-to-day ops across locations.
• Experience leading through change and new processes.
• Able to prioritize across multiple locations with independent judgment.
• Experience with facilities, staffing, or compliance.
• Strong communication and problem-solving skills.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to lift up to 20 pounds in support of office readiness.
• Willingness to travel frequently between offices.

Responsibilities

• Own consistent delivery of the client experience across 4-6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes and tools.
• Lead Tax Professionals and Client Service Professionals with clarity.
• Provide coaching based on observed behaviors and results.
• Identify patterns and address performance gaps across offices.
• Own revenue, growth, and operations across offices.
• Monitor metrics and drive actions to improve results.

Skills

People leadership

Coaching

Retail operations

Client service

Communication

Education

Bachelor's degree or equivalent

Job description

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4–6 offices, ensuring a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and drive both client outcomes and business performance.

You will own office readiness, staffing, facilities, compliance, and daily operations, while developing bench strength and ensuring strong execution across locations.