Sr Manager, Product Management/Marketing

Job Description

Your Opportunity

Do you have a passion for client experience? Are you innovative and have a conducive nature to be the change agent in a fast pace, ever changing/non-standard process environment? Is Technology your friend? If your answer is yes, join the Client Service & Support (CS&S) - Channel of Choice team to transform the client service experience of the future.

Client Service & Support (CS&S) is the primary service and trading arm of Schwab Investor Services. CS&S provides service to our retail clients to fulfill our purpose of championing every client’s goals with passion and integrity. CS&S builds loyalty with clients and employees one interaction at a time. With a focus on employee development and collaboration, we help clients and employees reach their goals. We worked with partners and delivery organizations to ensure processes and interactions are designed and executed smoothly. We also manage tradeoff decisions and priorities to enhance the overall client experience.

Within CS&S, the Contact Center Experience optimizes client and employee experiences through modernization of contact center & digital technologies. Our work spans the entire life cycle of identifying client needs, building business cases, driving development and bringing offers to market.

What you’re good at

• Become the Change Agent Leader within the Channel of Choice team and work across Schwab to create and drive client digital service adoption strategy and execution.
• Create and recommend strategic plan that includes impact measurement, leveraging data to understand client service experience across all channels (phone, voice channel, Schwab.com, Chat, Mobile App, and ChatBot, etc.) with the intention to focus on addressing the most impactful client interactions (highest client pain points/highest call drivers).
• Build a partnership with our digital partners to team up on delivering a seamless and consistent client experience for Schwab.
• Navigate organizational structure/politics to influence best direction, decision, and delivery to achieve best client experience and business outcomes.
• Effectively coordinate and communicate digital initiatives at appropriate level across groups to ensure professionals are ready to help clients with adopting digital tools.
• Develop and or coordinate the development of documents/literature necessary to support driving digital adoption awareness and education for our professionals and clients.

What you have

• Bachelor’s Degree Preferred
• Working knowledge of investment and banking products, with a focus on client needs and effective distribution practices
• Experience with how brokerage firms operate and able to assess the impact of initiatives and moment changes effectively.
• Project or Program management experience managing multiple initiatives.
• Experience with data analytics and establishing success measurement to understand impact.
• Excellent verbal and written communication skills with a blend of business insight and technical aptitude
• Experience driving adoption engagement and new processes within an organization
• Strong leadership, influencing, negotiation, persuasion, and detailed oriented skills
• Ability to build positive relationships and partner with various departments across Schwab
• Self-motivated to learn, assess gaps, build strategy and proposals, and execute against timeline
• Strong PowerPoint, Excel, and other Microsoft application skills

You Demonstrate These Behaviors

• Constantly Curious: Takes every opportunity to learn about our retail business, our processes, and our clients’ needs.
• Results Oriented: Always have a mindset on delivery against timeline, goals, and measurements.
• Building Relationships: Thrives in an environment of strong collaboration and partnership with coworkers, business partners, and across Schwab to deliver exemplary outcome that enhances our client and associate experience.
• Welcomes Change: Seize opportunities to influence future outcomes that aligns with our organizational goals.
• Overcome Barriers with Creativity: Proactively identify obstacles and propose creative solutions to drive best outcome.
• Self-Managing: Self-motivated with a relentless pursuit to follow through from start to execution.