Charles Schwab Sr. Product Manager - Call Routing (Genesys Preferred) in Lone Tree, Colorado

We believe that , when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.

As a company, we were established by Chuck over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all. As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future.

Our Opportunity:

We are currently offering the opportunity for dynamic and engaging individuals to join our Client Service & Support (CS&S) team. CS&S is the primary service and trading arm for Schwab Investor Services. CS&S is a team of financial services professionals who provide guidance and solutions to help our retail clients take charge of their futures. We build trust and inspire confidence through exceptional service one connection at a time. With a focus on inspiring client loyalty and a commitment to employee engagement through career development, we support clients and employees in reaching their goals. Schwab provides extensive training and internal support that affords employees the opportunity to be successful in service delivery. CS&S provides service to our retail clients to fulfill our purpose of championing every client’s goals with passion and integrity. Our vision for CS&S is to build trust and inspire confidence through exceptional service, one connection at a time. With a focus on employee development and collaboration, we help clients and employees reach their goals.

In Contact Center Experience, we strategically influence client and employee experiences. We implement innovative solutions through proactive analysis and we strive to continually enhance the client and employee experience by providing best-in-class support. The Senior Product Manager will join Contact Center Experience to lead, support and maintain Voice product solutions, evaluate and recommend product strategy, and identify and drive technology solutions and enhancements. The person will work closely with internal business partners, technology partners, and vendors to determine/drive application requirements and future enhancements to support overall contact center strategy, employee loyalty and workforce needs.

A successful candidate will have experience with contact center processes, metrics, and technologies and be able to translate business use cases into actionable technology requirements. This position will also evaluate new solutions in the marketplace that would be value add to the current suite of voice workplace technology tools in use. The product manager will have multiple lines of business to interact with and determine business needs to take client servicing to the next level for Schwab. The product manager will assess needs pertaining to clients, employees and the business.

What you’ll do:

  • Passionately advocate designing a seamless voice routing strategy “through clients’ eyes,” across all lines of business

  • Builds relationships with colleagues across the firm, proactively seeks input from diverse perspectives and builds commitment around the voice channel vision and priorities

  • Works closely with internal and external partners to interpret project objectives in order to design optimal voice solutions (e.g. balancing operational goals, client experience and risk)

  • Researches industry trends and new technology solutions in conjunction with partner feedback to establish voice channel strategy

  • Complete cost benefit analysis and create business cases for new technology investments

  • Analyzes RFP/contract language and influences outcomes to support business objectives

  • Maintains a positive relationship with voice technology vendors

  • Review voice channel performance data in order to determine overall effectiveness and identify opportunities for improvement

  • Identify and secure resources (e.g., funding, staffing, systems) required to implement voice technology solutions

What you have:

  • 5+ years of Call Routing experience (Product Management)

  • 5+ years of product management experience with demonstrated leadership, change management and execution skills

  • Experience with Genesys call routing a strong plus

  • Strong organizational skills to juggle multiple simultaneous project assignments

  • Ability to develop and articulate business requirements; must be detail oriented and possess strong analytical skills

  • Ability to thrive in highly-collaborative work environment. Must have the ability to liaison between business, marketing, security, legal, compliance and technology partners

  • Must be a creative thinker and have a passion for creating the best possible experience for clients

  • Strong written and verbal communication skills, including the ability to actively listen, quickly synthesize ideas and develop recommendations for senior leaders

  • Experience calculating cost benefit analysis and creating business cases to secure funding for new technology investments

  • Minimum of a Bachelor’s degree; MBA and/or advanced degree preferred

What you’ll get:

  • Everyday Wellness: Healthy Rewards, Onsite Fitness Classes, Healthy Choices, Wellness Champions

  • Financial Fitness: 401k Match, Employee Discounts, Personalized advice, Brokerage discounts

  • Work/Life Balance: Sabbatical, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer

  • Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships

  • Not just a job, but a career, with an opportunity to do the best work of your life

Learn more about Life@Schwab at http://www.aboutschwab.com/careers/lifeatschwab/" .

Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law.

Position Located In: CO - Lone Tree