Regional Leader, Multi-Office Client Experience

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

Job summary

H&R Block seeks an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistently excellent client experience across locations. You will lead Tax Professionals and Client Service Professionals, coaching teams to deliver expert guidance and a welcoming visit to every office.

This hands-on leader balances strategic oversight with in-office presence, driving readiness, staffing, compliance, and daily operations.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years 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.
• Demonstrated ability to drive business and financial results while managing day-to-day operations across multiple locations, including labor management.
• Experience leading through change, including adoption of new processes and ways of working.
• Ability to exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing or partnering in operational areas such as facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations and complex issues.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to climb ladders and lift, carry, and move boxes weighing up to 20 pounds in support of office readiness, setup, maintenance, and operational activities, with or without reasonable accommodation.
• Ability to travel frequently to multiple offices with minimal overnight stays.
• Ability to work a schedule that aligns with operational hours across locations, including evenings, weekends, and Saturdays as needed.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 assigned offices with disciplined execution.
• Evaluate execution quality and client impact across locations, using insights to reinforce strengths, address gaps, and improve the experience.
• Drive adoption of new client experience processes, tools, and behaviors while demonstrating client-centric leadership in the office.
• Lead Tax Professionals and Client Service Professionals by setting expectations, reinforcing accountability, and coaching to consistent performance.
• Provide coaching based on observed behaviors, client interactions, performance outcomes, and real-time feedback to strengthen team execution.
• Identify patterns across offices, address performance gaps, and develop bench strength and high-potential talent.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics, identify trends, and implement actions to improve business results and client retention.
• Ensure 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 seasonal planning.

Skills

Team leadership

Client-centric mindset

Change management

Data interpretation

Communication

Problem solving

Travel readiness

Labor management

Operational oversight

Education

Bachelor’s degree in related field

Job description

H&R Block seeks an Area Experience Leader to oversee 4–6 retail offices, ensuring a consistently excellent client experience across locations. You will lead Tax Professionals and Client Service Professionals, coaching teams to deliver expert guidance and a welcoming visit to every office.

This hands-on leader balances strategic oversight with in-office presence, driving readiness, staffing, compliance, and daily operations.