Regional Experience Leader - Multi-Office Client Experience

H&R Block; Fargo (ND); On-site; USD 120,000 - 160,000; Full time

Job summary

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

In this hands-on leadership role, you will balance strategic oversight with in-office presence, align priorities, and support both client outcomes and business performance, including staffing, facilities,

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 client-centric mindset with experience delivering consultative client experience.
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable.
• Experience managing or partnering in operational areas such as facilities, staffing, or compliance.
• Ability to travel frequently in day travel with minimal overnight travel.
• Ability to work a schedule that aligns with operational hours across locations.

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

Strategic thinking

Communication

Problem solving

Data interpretation

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, ensuring a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, set expectations, and drive actionable improvements across locations.

In this hands-on leadership role, you will balance strategic oversight with in-office presence, align priorities, and support both client outcomes and business performance, including staffing, facilities,