Regional Client Experience Lead

H&R Block, Inc.; Glasgow (KY); On-site; USD 95,000 - 140,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices.

You will set expectations for consultative service, operational execution, and team performance to ensure a consistently excellent client experience. You’ll coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and own office readiness, staffing, compliance, and day-to-day operations across locations.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 3+ years leading teams in multi-unit retail/service/operations.
• Strong client-centric mindset with consultative client experience.
• Proven leadership with coaching and accountability across locations.
• Ability to drive business results while managing daily operations.
• Experience leading change and adopting new processes.
• Independent judgment to prioritize across locations.
• Experience with facilities, staffing, or compliance.
• Strong communicator with problem-solving skills.
• Able to interpret data and translate insights into action.
• Able to lift up to 20 pounds and travel frequently.

Responsibilities

• Own delivery of consultative 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 coaching.
• Provide coaching based on observed performance and feedback.
• Identify patterns, address gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics and implement actions to improve results.
• Ensure daily ops across offices including staffing and compliance.
• Oversee office readiness, facilities, recruiting, onboarding for seasonal demand.

Skills

Leadership

Team management

Client experience

Operational leadership

Data interpretation

Communication

Travel readiness

Problem solving

Change management

Scheduling & labor

Decision making

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee a portfolio of 4–6 retail offices.

You will set expectations for consultative service, operational execution, and team performance to ensure a consistently excellent client experience. You’ll coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and own office readiness, staffing, compliance, and day-to-day operations across locations.