Regional Client Experience Leader

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

Benefits offered by this job

Competitive pay

Travel opportunities

Health benefits

Job summary

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, consultative client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and drive performance with hands-on leadership.

You will travel between offices, strengthen staffing and facilities, ensure compliance, and optimize for revenue growth and client satisfaction across the portfolio.

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.
• Demonstrated ability to coach, develop, and hold teams accountable.
• Experience managing day-to-day operations across multiple locations, including labor management.

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

People leadership

Operational excellence

Client experience

Coaching

Education

Bachelor’s degree in related field

Job description

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, consultative client experience across locations. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and drive performance with hands-on leadership.

You will travel between offices, strengthen staffing and facilities, ensure compliance, and optimize for revenue growth and client satisfaction across the portfolio.