Regional Client Experience Leader for 4–6 Offices

H&R Block, Inc.; Fremont (OH); On-site; USD 90,000 - 130,000; Full time

Job summary

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

You will coach Tax Professionals and Client Service Professionals, balancing strategic oversight with hands-on leadership to align priorities and drive business results. The role emphasizes office readiness, staffing, facilities, compliance, and day-to-day operations, with travel across offices to maintain presence and

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 exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing or partnering in operational areas such as facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations and complex issues.
• Ability to interpret data, identify trends, and translate insights into action.

Responsibilities

• Oversee consistent delivery of the 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 professionals by setting clear expectations and coaching for consistent performance.
• Provide coaching informed by behavior and results to strengthen team execution.
• Identify patterns across offices and address performance gaps.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve business results.
• Ensure daily operations like staffing, scheduling, and compliance run smoothly.
• Own workforce readiness including recruiting and onboarding for seasonal demand.

Skills

Leadership

Coaching

Client-centric

Change management

Data analysis

Multi-location ops

Travel readiness

Education

Bachelor's degree

Job description

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

You will coach Tax Professionals and Client Service Professionals, balancing strategic oversight with hands-on leadership to align priorities and drive business results. The role emphasizes office readiness, staffing, facilities, compliance, and day-to-day operations, with travel across offices to maintain presence and