Regional Client Experience Leader

H&R Block; Westland (MI); On-site; USD 90,000 - 125,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to supervise 4–6 retail offices, ensuring a consistent, high-quality client experience and strong operational readiness. You will coach Tax Professionals and Client Service Professionals, set expectations, monitor performance, and drive revenue and client acquisition across locations.

This role requires hands-on leadership, travel between offices, and the ability to balance strategy with in-office presence to deliver outstanding

Qualifications

• Bachelor’s degree 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 ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results across multiple locations, including labor management.
• Experience leading through change, including adoption of new processes and ways of working.
• Ability to travel frequently and prioritize across multiple locations.

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

Client-centric mindset

Coaching & development

Strategic oversight

People management

Data-driven decision making

Communication

Travel readiness

Education

Bachelor's degree

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to supervise 4–6 retail offices, ensuring a consistent, high-quality client experience and strong operational readiness. You will coach Tax Professionals and Client Service Professionals, set expectations, monitor performance, and drive revenue and client acquisition across locations.

This role requires hands-on leadership, travel between offices, and the ability to balance strategy with in-office presence to deliver outstanding