Regional Client Experience Leader – 4–6 Offices

H&R Block; Longmont (CO); On-site; USD 62,000 - 77,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience. You’ll coach Tax Professionals and Client Service Professionals, drive operational excellence, and own office readiness across locations.

You’ll balance strategic leadership with hands‑on presence, guiding teams to deliver expert guidance and strong business results while traveling between offices.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 3+ years leading teams in a multi-unit retail, service, or operations environment with accountability for performance outcomes.
• Strong client-centric mindset and experience delivering consultative client experience.
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable.
• Experience managing day-to-day operations across multiple locations, including labor management.
• Experience leading through change and adoption of new processes.
• Ability to travel frequently between assigned offices to maintain in-person presence.

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

Communication

Client-centric mindset

Travel flexibility

Operational oversight

Data interpretation

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistent, high‑quality client experience. You’ll coach Tax Professionals and Client Service Professionals, drive operational excellence, and own office readiness across locations.

You’ll balance strategic leadership with hands‑on presence, guiding teams to deliver expert guidance and strong business results while traveling between offices.