Regional Client Experience Leader - Multi-Office

H&R Block; Kingsport (TN); On-site; USD 75,000 - 110,000; Full time

Job summary

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience and strong operational execution across locations. You will coach Tax Professionals and Client Service Professionals, set expectations, and balance hands-on leadership with strategic oversight.

This role drives revenue and client outcomes, monitors performance metrics, and ensures staffing, facilities, compliance, and daily operations are ready for peak demand.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in multi-unit settings with accountability for outcomes.
• Strong client-centric mindset with consultative experience.
• Proven ability to coach, develop, and hold teams accountable.
• Drive business results while managing day-to-day operations across locations.
• Experience leading through change and adopting new processes.
• Independent judgment to prioritize competing demands across locations.
• Experience with facilities, staffing, or compliance responsibilities.
• Strong communication and problem-solving skills for client escalations.
• Ability to interpret data, identify trends, and translate insights into action.
• Comfort with physical tasks including ladders and lifting up to 20 pounds.

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 and tools.
• Lead professionals by setting expectations and coaching to performance.
• Provide coaching based on observed behaviors and outcomes.
• Identify patterns, address gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics, identify trends, and improve client acquisition and retention.
• Ensure daily operations, staffing, scheduling, compliance, and SOPs are executed.

Skills

Leadership

Coaching

Strategic planning

Data interpretation

Communication

Problem-solving

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

CRM systems

Job description

H&R Block is seeking a Multi-Office Leader to oversee 4–6 retail offices, ensuring a consistent, high-quality client experience and strong operational execution across locations. You will coach Tax Professionals and Client Service Professionals, set expectations, and balance hands-on leadership with strategic oversight.

This role drives revenue and client outcomes, monitors performance metrics, and ensures staffing, facilities, compliance, and daily operations are ready for peak demand.