Regional Client Experience & Operations Leader

H&R Block; Jacksonville (FL); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

H&R Block seeks a Multi-Office Leader to oversee 4–6 offices, ensuring a consistent, high-quality client experience and strong business results. You will coach Tax Professionals and Client Service Professionals, setting expectations and driving performance across locations.

You’ll balance strategic oversight with hands-on leadership, ensuring staffing, facilities, and compliance are in place while you develop bench strength and lead teams to achieve revenue and service goals.

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.
• 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 operations across multiple locations including staffing, facilities, compliance.
• Ability to travel frequently with day travel between offices.
• Ability to work a schedule aligned with operational hours including evenings/weekends.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 offices with disciplined execution.
• Evaluate quality and impact across locations; reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals; set expectations and coach for performance.
• Provide coaching informed by observed behaviors and feedback to strengthen execution.
• Identify patterns, address performance gaps, and develop bench strength and talent.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics, identify trends, and take actions to improve results and retention.
• Ensure daily operations across offices: staffing, scheduling, compliance, SOPs, service delivery.
• Oversee facilities, equipment, supplies, recruiting, onboarding, and seasonal readiness.

Skills

Leadership

Client-centric mindset

Communication skills

Problem-solving

Data interpretation

Travel availability

Flexibility

Coaching & mentoring

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block seeks a Multi-Office Leader to oversee 4–6 offices, ensuring a consistent, high-quality client experience and strong business results. You will coach Tax Professionals and Client Service Professionals, setting expectations and driving performance across locations.

You’ll balance strategic oversight with hands-on leadership, ensuring staffing, facilities, and compliance are in place while you develop bench strength and lead teams to achieve revenue and service goals.