Regional Client Experience Leader (Multi-Office)

H&R Block; Redwood City (CA); On-site; USD 70,000 - 81,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Life outside work support

Job summary

H&R Block seeks a Multi-Office Leader to oversee 4–6 offices, ensuring a consistent, high‑quality client experience. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and drive performance, readiness, and operational execution across locations.

As a visible, hands‑on leader, you’ll balance strategy with in‑office presence—develop bench strength, manage staffing and facilities, and guide teams to deliver superior client service and measurable business results.

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 leadership capability with proven ability to coach, develop, and hold teams accountable.
• Experience analyzing data, identifying trends, and translating insights into action.

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

Client-centric mindset

Operations management

Change management

Data interpretation

Communication

Problem solving

Travel readiness

Education

Bachelor’s degree or equivalent

Job description

H&R Block seeks a Multi-Office Leader to oversee 4–6 offices, ensuring a consistent, high‑quality client experience. You’ll coach Tax Professionals and Client Service Professionals, set expectations, and drive performance, readiness, and operational execution across locations.

As a visible, hands‑on leader, you’ll balance strategy with in‑office presence—develop bench strength, manage staffing and facilities, and guide teams to deliver superior client service and measurable business results.