Regional Client Experience Leader for 4–6 Offices

H&R Block, Inc.; Eldersburg (MD); On-site; USD 54,000 - 67,000; Full time

Job summary

H&R Block, Inc. is seeking an experienced Multi-Office Leader (Area Experience Leader) to oversee 4–6 offices and deliver a consistent, high‑quality client experience across locations.

In this hands‑on, visible role, you’ll coach Tax Professionals and Client Service Professionals, drive performance, and ensure office readiness and daily operations align with strategic goals. You will balance strategic oversight with in‑office presence, travel between offices, and the ability to interpret data to

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.
• Experience managing or partnering in operational areas such as facilities, staffing, or compliance.
• Ability to travel frequently in‑day, with minimal overnight travel, between assigned offices.

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.

Skills

Leadership

Client-centric mindset

Coaching & accountability

People management

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking an experienced Multi-Office Leader (Area Experience Leader) to oversee 4–6 offices and deliver a consistent, high‑quality client experience across locations.

In this hands‑on, visible role, you’ll coach Tax Professionals and Client Service Professionals, drive performance, and ensure office readiness and daily operations align with strategic goals. You will balance strategic oversight with in‑office presence, travel between offices, and the ability to interpret data to