Regional Client Experience Leader

H&R Block; Lakewood (OH); On-site; USD 110,000 - 170,000; Full time

Job summary

H&R Block in the United States is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations.

In this role, you’ll lead Tax Professionals and Client Service Professionals, setting clear expectations, coaching teams, and balancing strategic oversight with in‑office presence to drive client outcomes and business performance.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading multi-unit teams with accountability for performance.
• Strong client-centric mindset with consultative experience.
• Proven ability to coach, develop, and hold teams accountable.
• Experience driving business results across multiple locations, including labor management.
• Willingness to travel frequently to visit assigned offices.
• Ability to work evenings, weekends, and varied hours.

Responsibilities

• Own 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

Client-centric mindset

Coaching & development

Communication

Data interpretation

Adaptability

Education

Bachelor's degree or equivalent experience

Job description

H&R Block in the United States is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high‑quality client experience across locations.

In this role, you’ll lead Tax Professionals and Client Service Professionals, setting clear expectations, coaching teams, and balancing strategic oversight with in‑office presence to drive client outcomes and business performance.