Regional Client Experience & Operations Leader

H&R Block, Inc.; Rochester Hills (MI); Hybrid; USD 95,000 - 135,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a superior consultative client experience, operational excellence, and strong business results across locations.

You will coach Tax Professionals and Client Service Professionals, drive adoption of client-centric processes, and balance strategic oversight with hands-on leadership in-office. Travel between offices will be frequent to maintain consistency and readiness.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.

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

Data interpretation

Change management

Multi-location operations

Communication

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to oversee 4–6 retail offices, ensuring a superior consultative client experience, operational excellence, and strong business results across locations.

You will coach Tax Professionals and Client Service Professionals, drive adoption of client-centric processes, and balance strategic oversight with hands-on leadership in-office. Travel between offices will be frequent to maintain consistency and readiness.