Regional Client Experience & Operations Leader

H&R Block; Mooresville (NC); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices and ensure a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, set expectations for consultative service, and drive performance across locations.

In this hands-on role, you’ll balance strategic oversight with in-office presence, lead staffing and facility readiness, ensure compliance, and deliver business results while growing client

Qualifications

• Bachelor’s degree in a related field or equivalent 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.
• Experience leading through change and adoption of new processes.
• Ability to travel frequently between assigned offices with in-person presence.
• Ability to work a schedule aligning with operational hours across locations, including evenings and weekends.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 assigned offices.
• Evaluate execution quality and client impact across locations to reinforce strengths and close gaps.
• Drive adoption of new client experience processes, tools, and behaviors in the offices.
• Lead Tax Professionals and Client Service Professionals by coaching and setting expectations.
• Provide coaching informed by observed behaviors, performance outcomes, and real-time feedback.
• Identify patterns across offices and develop bench strength and talent.
• Own revenue, growth, and operational performance across offices.
• Monitor performance metrics and implement actions to improve results and retention.
• Ensure daily operations across offices, including staffing, scheduling, and compliance.
• Oversee office readiness, facilities, and onboarding for seasonal demand.

Skills

Leadership

Client-centric

Communication

Problem-solving

Data interpretation

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4-6 retail offices and ensure a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, set expectations for consultative service, and drive performance across locations.

In this hands-on role, you’ll balance strategic oversight with in-office presence, lead staffing and facility readiness, ensure compliance, and deliver business results while growing client