Regional Client Experience Leader

H&R Block, Inc.; Riverview (FL); On-site; USD 95,000 - 125,000; Full time

Job summary

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4-6 offices, ensuring a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, align staffing and operations, and drive business results with a hands-on, in-office leadership approach.

The role emphasizes staffing readiness, compliance, and delivering a welcoming experience across locations while improving client outcomes and performance metrics.

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.
• Strong client-centric mindset with experience delivering consultative client experience.
• Strong leadership capability with coaching and accountability.
• Experience managing operations across multiple locations, including labor management.
• Ability to travel frequently between offices.

Responsibilities

• Own consistent delivery of the client experience across 4-6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes and tools.
• Lead Tax Professionals and Client Service Professionals with clear expectations.
• Provide coaching based on observed behaviors and performance outcomes.
• Identify patterns across offices and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and drive improvements in client acquisition and retention.
• Ensure daily operations, staffing, scheduling, and compliance are executed.
• Prepare offices for seasonal demand and ready workforce.

Skills

Leadership

Client focus

Team coaching

Ops management

Multi-unit leadership

Staffing

Travel readiness

Education

Bachelor's degree or equivalent

Tools

CRM systems

Analytics tools

Job description

H&R Block, Inc. is seeking an Area Experience Leader to oversee 4-6 offices, ensuring a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, align staffing and operations, and drive business results with a hands-on, in-office leadership approach.

The role emphasizes staffing readiness, compliance, and delivering a welcoming experience across locations while improving client outcomes and performance metrics.