Regional Client Experience & Operations Leader

H&R Block; Mission (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Career development

Job summary

H&R Block seeks a Multi-Office Leader to oversee 4–6 offices, delivering a consistent, high-quality client experience. You’ll coach Tax Professionals and Client Service Professionals, ensuring staffing, facilities, and daily operations meet standards across locations.

You’ll drive performance, revenue, and client satisfaction with hands-on leadership, data-driven decisions, and a focus on continuous improvement, including seasonal readiness and cross-office collaboration.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years leading teams in a multi-unit retail/service environment.
• Strong client-centric mindset with consultative client experience.
• Strong leadership capability with proven coaching and accountability skills.
• Experience managing day-to-day operations across multiple locations, including staffing and facilities.

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

Communication

Coaching

Strategic oversight

Data interpretation

Travel flexibility

Multisite ops

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block seeks a Multi-Office Leader to oversee 4–6 offices, delivering a consistent, high-quality client experience. You’ll coach Tax Professionals and Client Service Professionals, ensuring staffing, facilities, and daily operations meet standards across locations.

You’ll drive performance, revenue, and client satisfaction with hands-on leadership, data-driven decisions, and a focus on continuous improvement, including seasonal readiness and cross-office collaboration.