Regional Leader, Client Experience & Operations

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

Job summary

H&R Block is seeking an experienced Area Experience Leader to supervise 4-6 retail offices and ensure a consistent, high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and drive operational excellence to deliver strong business results.

In this role you will own office readiness, staffing, facilities, compliance, and day-to-day operations, while developing high-performing teams

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading teams in a multi-office retail/service/operations environment.
• Strong client-centric mindset with a consultative service approach.
• Proven ability to coach, develop, and hold teams accountable.
• Track record of driving business results across multiple locations.
• Ability to set priorities and exercise independent judgment.

Responsibilities

• Own consistent delivery of the client experience across 4-6 offices with disciplined execution.
• Evaluate execution quality and client impact to reinforce strengths and improve gaps.
• Drive adoption of new client experience processes, tools, and behaviours.
• Lead Tax Professionals and Client Service Professionals, coaching for performance.
• Provide actionable coaching based on observed behaviors and outcomes.
• Identify patterns, address performance gaps, and develop bench strength.
• Own revenue, growth, and operational performance across offices.
• Monitor metrics and implement actions to improve results, acquisition, and retention.
• Ensure daily operations, staffing, scheduling, compliance, and SOPs are met.
• Oversee facilities, supplies, recruiting, onboarding, and seasonal readiness.

Skills

Leadership

Client-centric

Coaching & development

Strategic thinking

Problem solving

Data-driven

Communication

Travel readiness

Operational oversight

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block is seeking an experienced Area Experience Leader to supervise 4-6 retail offices and ensure a consistent, high-quality client experience across locations. You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and drive operational excellence to deliver strong business results.

In this role you will own office readiness, staffing, facilities, compliance, and day-to-day operations, while developing high-performing teams