Regional Client Experience Leader

H&R Block; Wood River (IL); On-site; USD 54,000 - 67,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, set expectations, and balance strategic oversight with hands-on leadership to drive client outcomes and business results.

You’ll own staffing, facilities, compliance, and day-to-day operations, while developing bench strength and ensuring readiness for seasonal demand

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
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable
• Demonstrated ability to drive business and financial results while managing day-to-day operations across multiple locations, including labor management
• Experience leading through change, including adoption of new processes and ways of working
• Ability to travel frequently in-day, with minimal overnight travel, between assigned offices to maintain consistent in-person presence across multiple office locations
• Ability to work a schedule that aligns with operational hours across assigned locations, including evenings, weekends, and Saturdays as needed to meet business demands

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 experience

People development

Operational management

Multi-site coordination

Data interpretation

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader to oversee a portfolio of 4–6 retail offices, ensuring a consistent, high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, set expectations, and balance strategic oversight with hands-on leadership to drive client outcomes and business results.

You’ll own staffing, facilities, compliance, and day-to-day operations, while developing bench strength and ensuring readiness for seasonal demand