Regional Client Experience Leader

H&R Block, Inc.; City of Newburgh (NY); On-site; USD 62,000 - 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, delivering a consistent, high‑quality client experience while driving revenue and operational results.

You’ll coach Tax Professionals and Client Service Professionals, set expectations, and ensure readiness across offices with hands‑on leadership. You will travel frequently to maintain in‑person presence, manage staffing and facilities, and guide team performance in a fast-paced,

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years leading teams in multi-unit retail/service/operations with accountability for performance outcomes.
• Strong client-centric mindset with experience delivering consultative client experience.
• Proven leadership ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results while managing day-to-day operations across multiple locations, including labor management.
• Experience leading through change and adoption of new processes.

Responsibilities

• Own consistent delivery of the client experience across 4-6 offices with discipline and consistency.
• Evaluate execution quality and client impact across locations; use insights to improve.
• Lead adoption of new client experience processes, tools, and behaviors.
• Coach Tax Professionals and Client Service Professionals for consistent performance.
• Provide coaching based on observed behaviors, performance outcomes, and real-time feedback.
• Identify patterns, address performance gaps, and develop bench strength across offices.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics, identify trends, and implement actions to improve results and client retention.
• Ensure daily operations, staffing, scheduling, compliance, and SOP adherence.
• Own office and workforce readiness, including facilities, supplies, recruiting, and onboarding for seasonal demand.

Skills

Leadership

Coaching

Client-centric

Data interpretation

Communication

Problem solving

Travel readiness

Time management

Change management

Operational oversight

Education

Bachelor's degree or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, delivering a consistent, high‑quality client experience while driving revenue and operational results.

You’ll coach Tax Professionals and Client Service Professionals, set expectations, and ensure readiness across offices with hands‑on leadership. You will travel frequently to maintain in‑person presence, manage staffing and facilities, and guide team performance in a fast-paced,