Regional Client Experience Leader

H&R Block; Lock Haven (Clinton County); On-site; USD 90,000 - 130,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, delivering a consistent, high-quality client experience across locations.

You’ll coach Tax Professionals and Client Service Professionals, align staff and operations, and drive revenue and performance while maintaining a strong client-centric culture in every office.

This hands-on role requires schedule flexibility, travel between offices, and the ability to implement new processes to elevate service and efficiency.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in multi-unit operations.
• Strong client-centric mindset with consultative client experience.
• Proven leadership to coach, develop, and hold teams accountable.
• Ability to drive business and financial results across multiple locations, including labor management.
• Experience leading through change and adoption of new processes.
• Ability to exercise independent judgment and prioritize competing demands across locations.
• Experience managing facilities, staffing, or compliance.

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

Communication

Data interpretation

Travel frequently

Education

Bachelor’s degree in related field

Job description

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, delivering a consistent, high-quality client experience across locations.

You’ll coach Tax Professionals and Client Service Professionals, align staff and operations, and drive revenue and performance while maintaining a strong client-centric culture in every office.

This hands-on role requires schedule flexibility, travel between offices, and the ability to implement new processes to elevate service and efficiency.