Regional Client Experience Leader - 4-6 Offices

H&R Block; Plymouth (MA); On-site; USD 59,000 - 74,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

401(k) plan

Employee discounts

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 offices in the region and deliver a consistent, high‑quality client experience. You’ll mentor Tax Professionals and Client Service Professionals, coach teams, and ensure readiness, staffing, and compliance across locations.

In this hands‑on leadership role, you’ll set expectations, monitor performance, and drive operational excellence to support client outcomes and business results while maintaining an in‑office

Qualifications

• Bachelor’s degree or equivalent experience required.
• 3+ years of experience leading teams in a multi‑unit retail, service, or operations environment.

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

Client-centric

Communication

Problem-solving

Data interpretation

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 offices in the region and deliver a consistent, high‑quality client experience. You’ll mentor Tax Professionals and Client Service Professionals, coach teams, and ensure readiness, staffing, and compliance across locations.

In this hands‑on leadership role, you’ll set expectations, monitor performance, and drive operational excellence to support client outcomes and business results while maintaining an in‑office