Regional Client Experience Leader

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

Job summary

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices, ensuring a consistent, high-quality client experience across every location. You will coach Tax Professionals and Client Service Professionals, set expectations, and balance strategic oversight with hands-on leadership to align priorities and drive business results.

This role owns office readiness, staffing, facilities, compliance, and daily operations, using data to improve performance and client

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years 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.
• Proven leadership capability 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.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 offices.
• Evaluate execution quality and client impact across locations and drive continuous improvement.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals with clear expectations and coaching.
• Provide coaching informed by observed behaviours and outcomes to strengthen execution.
• Identify patterns across offices and develop bench strength and high-potential talent.
• Own revenue, growth, and operational performance across assigned offices.
• Monitor performance metrics and implement actions to improve results, acquisition, and retention.
• Ensure daily operations across offices including staffing, scheduling, and compliance.
• Own office readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal prep.

Skills

Leadership

Client-centric

Data interpretation

Cross-location coordination

Operational excellence

Staffing & labor management

Education

Bachelor’s degree or equivalent

Job description

H&R Block seeks a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices, ensuring a consistent, high-quality client experience across every location. You will coach Tax Professionals and Client Service Professionals, set expectations, and balance strategic oversight with hands-on leadership to align priorities and drive business results.

This role owns office readiness, staffing, facilities, compliance, and daily operations, using data to improve performance and client