Regional Client Experience Leader

H&R Block, Inc.; Cherry Hill Township (NJ); On-site; USD 59,000 - 70,000; Full time

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and ensure a high-quality client experience across locations.

You will lead and coach Tax Professionals and Client Service Professionals, align priorities, and drive revenue and operational performance while maintaining office readiness. You will balance strategic oversight with hands-on leadership, travel between offices, and act as a visible leader to strengthen execution and client outcomes

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 3+ years leading teams in multi-unit environments with performance accountability.
• Strong client-centric mindset with consultative client experience.
• Proven leadership to coach, develop, and hold teams accountable.
• Experience driving business and financial results across multiple locations, including labor management.
• Experience leading through change and adoption of new processes and ways of working.
• Ability to prioritize competing demands across multiple locations with independent judgment.
• Experience managing or partnering in facilities, staffing, or compliance operations.
• Strong communication and problem-solving, including handling client escalations.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to travel frequently in-day between offices to maintain presence.
• Schedule flexibility to work evenings, weekends, and Saturdays as needed.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices.
• Evaluate execution quality and client impact across locations and reinforce strengths.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching for performance.
• Provide coaching informed by observed behaviors and real-time feedback to strengthen team execution.
• Identify patterns across offices and develop bench strength and high-potential talent.
• Own revenue, growth, and business outcomes across assigned offices.
• Monitor performance metrics and implement actions to improve results and client retention.
• Ensure consistent daily operations across offices, including staffing and compliance.
• Oversee facilities, equipment, and onboarding to prepare for seasonal demand.

Skills

Leadership

Client-centric

Data interpretation

Communication

Problem solving

Travel frequency

Independent judgment

Multi-location operations

Labor management

Education

Bachelor’s degree or equivalent

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices and ensure a high-quality client experience across locations.

You will lead and coach Tax Professionals and Client Service Professionals, align priorities, and drive revenue and operational performance while maintaining office readiness. You will balance strategic oversight with hands-on leadership, travel between offices, and act as a visible leader to strengthen execution and client outcomes