Regional Client Experience Leader

H&R Block, Inc.; Cincinnati (OH); On-site; USD 90,000 - 130,000; 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 excellence, and team performance, coaching Tax Professionals and Client Service Professionals to deliver a confident client experience across locations. The role blends strategic oversight with hands-on leadership, ensuring staffing, facilities, compliance, and day-to-day operations align with business goals and

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in multi-unit retail/service/ops with performance accountability.
• Strong client-centric mindset with consultative client experience.
• Proven leadership to coach, develop, and accountability.
• Experience delivering business and financial results across multiple locations, incl. labor management.
• Experience leading through change and adoption of new processes.
• Ability to prioritize across multiple locations.
• Experience 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.

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 in the office
• 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

Coaching

Operations management

Data interpretation

Client-centric mindset

Change management

Multi-office supervision

Scheduling & labor management

Travel readiness

Financial results focus

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 excellence, and team performance, coaching Tax Professionals and Client Service Professionals to deliver a confident client experience across locations. The role blends strategic oversight with hands-on leadership, ensuring staffing, facilities, compliance, and day-to-day operations align with business goals and