Regional Client Experience Leader (4–6 Offices)

H&R Block; Yuma (AZ); On-site; USD 85,000 - 110,000; Full time

Job summary

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4-6 retail offices, ensuring a consistent, high-quality client experience and strong business results. You’ll coach Tax Professionals and Client Service Professionals, aligning priorities and delivering expert guidance in every office.

This hands-on leader will own office readiness, staffing, facilities, and day-to-day operations, using data-driven insights to improve performance and client outcomes across locations.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years work experience leading teams in a multi-unit retail/service/operations environment.
• Strong client-centric mindset with experience delivering consultative client experience.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals, coaching for consistent performance.
• Provide coaching informed by observed behaviors and performance outcomes.
• Identify patterns across offices and address performance gaps.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and drive improvements in client acquisition and retention.
• Ensure daily operations, staffing, scheduling, compliance, and SOPs across offices.
• Own office readiness including facilities and onboarding for seasonal demand.

Skills

Team leadership

Operations management

Client experience

Staff development

Training

Education

Bachelor's degree

Job description

H&R Block is seeking an Area Experience Leader to oversee a portfolio of 4-6 retail offices, ensuring a consistent, high-quality client experience and strong business results. You’ll coach Tax Professionals and Client Service Professionals, aligning priorities and delivering expert guidance in every office.

This hands-on leader will own office readiness, staffing, facilities, and day-to-day operations, using data-driven insights to improve performance and client outcomes across locations.