Regional Operations & Client Experience Leader

H&R Block; Kentwood (MI); On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

H&R Block seeks an Area Experience Leader to oversee a portfolio of 4-6 retail offices, ensuring a consistent, high-quality client experience. You’ll set expectations for consultative service, operations, and business results while coaching Tax Professionals and Client Service Professionals to deliver excellence in every office.

You’ll lead readiness across offices, balance strategic oversight with in-person presence, and drive outcomes by reinforcing accountability and leveraging data-driven

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.
• Strong client-centric mindset with experience delivering consultative client experience.
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable.
• Experience driving business and financial results across multiple locations.

Responsibilities

• Own consistent delivery of the consultative client experience across 4-6 assigned offices.
• Evaluate execution quality and client impact across locations to improve the experience.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals, coaching for performance.
• Provide coaching informed by observed behaviors, feedback, and outcomes.
• 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, staffing, labor management, compliance, and SOPs across offices.
• Prepare for seasonal demand with facilities, equipment, and recruitment readiness.

Skills

Leadership

Client-centric mindset

Communication

Data interpretation

Education

Bachelor’s degree or equivalent experience in related field

Job description

H&R Block seeks an Area Experience Leader to oversee a portfolio of 4-6 retail offices, ensuring a consistent, high-quality client experience. You’ll set expectations for consultative service, operations, and business results while coaching Tax Professionals and Client Service Professionals to deliver excellence in every office.

You’ll lead readiness across offices, balance strategic oversight with in-person presence, and drive outcomes by reinforcing accountability and leveraging data-driven