Regional Client Experience Leader

H&R Block; Glasgow (KY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Life balance

Job summary

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices, delivering a consistent, high-quality client experience across locations. You will set expectations for consultative service, operations, team performance and business results, while coaching Tax Professionals and Client Service Professionals.

As a hands-on leader, you’ll balance strategy with in-office presence, manage staffing, facilities, compliance, and day-to-day operations, drive performance,

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.

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

Client-centric mindset

Data interpretation

Travel readiness

Education

Bachelor’s degree or equivalent experience

Tools

Excel

CRM systems

Job description

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices, delivering a consistent, high-quality client experience across locations. You will set expectations for consultative service, operations, team performance and business results, while coaching Tax Professionals and Client Service Professionals.

As a hands-on leader, you’ll balance strategy with in-office presence, manage staffing, facilities, compliance, and day-to-day operations, drive performance,