Regional Client Experience Leader

H&R Block; Decatur (GA); On-site; USD 110,000 - 150,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee 4-6 retail offices, ensuring a consistent, high-quality client experience across locations. You’ll set expectations for consultative service, operational execution, and team performance while coaching Tax Professionals and Client Service Professionals.

As a hands-on leader, you’ll balance strategic oversight with in-office presence, drive office readiness, staffing, compliance, and daily operations, and partner with business leaders

Qualifications

• Bachelor’s degree in a related field or equivalent experience
• 3+ years work experience leading teams in a multi-unit retail, service, or operations environment with accountability for performance outcomes
• Strong client-centric mindset with experience delivering consultative client experience
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable
• Demonstrated ability to drive business and financial results while managing day-to-day operations across multiple locations, including labor management
• Experience leading through change, including adoption of new processes and ways of working
• Ability to exercise independent judgment and prioritize competing demands across multiple locations
• Experience managing or partnering in operational areas such as facilities, staffing, or compliance
• Strong communication and problem-solving skills, including handling client escalations and complex issues
• Ability to interpret data, identify trends, and translate insights into action
• Ability to travel frequently in day, with minimal overnight travel, between assigned offices to maintain consistent in-person presence across multiple office locations
• Ability to work a schedule that aligns with operational hours across assigned locations, including evenings, weekends, and Saturdays as needed to meet business demands

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 offices with disciplined standards
• Evaluate execution quality and client impact across locations and drive improvements
• Drive adoption of new client experience processes, tools, and behaviors
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching for performance
• Provide coaching informed by observed behaviours, client interactions, and performance data
• Identify patterns across offices and address performance gaps to build bench strength
• Own revenue, growth, and business outcomes across assigned offices
• Monitor performance metrics and take actions to improve results and client acquisition
• Ensure daily operations across offices including staffing, scheduling, and compliance
• Own office readiness including facilities, equipment, supplies, onboarding, and seasonal preparation

Skills

Leadership across multi-unit

Client-centric approach

Coaching & development

Operational excellence

Staffing & scheduling

Data-driven decision making

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking an Area Experience Leader to oversee 4-6 retail offices, ensuring a consistent, high-quality client experience across locations. You’ll set expectations for consultative service, operational execution, and team performance while coaching Tax Professionals and Client Service Professionals.

As a hands-on leader, you’ll balance strategic oversight with in-office presence, drive office readiness, staffing, compliance, and daily operations, and partner with business leaders