Charles Schwab Sr. Product Manager- Digital Service Experience 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 Culture: https://www.youtube.com/watch?v=Qkic76FWat8
Service Experience Response Sr. Manager will manage and oversees the program that simplifies services experiences at Schwab. The manager prioritizes key pain points and ensures optimal solutions are developed and communicated to key partners. The manager will empower executives to hear the voice of the client and make informed responses expeditiously on how to better enhance Schwab’s digital experience. The Sr. Manager will report into the Digital Offer Management group which is responsible for setting the vision for the digital-centric modern wealth management experience that makes it easy to do business with Schwab and engage self-directed clients. The group collaborates across Schwab’s business enterprises and works with a wide range of internal stakeholders including IT, operations, sales and service, strategy and marketing.
Why your work matters:
You will engage with an experienced cross-disciplinary team to respond to field-observed client pain points that require corporate attention. You are responsive, and flexible, and able to succeed within a collaborative and senior executive environment. Responsibilities include:
•Communication to senior executives, business partners, and field representatives to focus on the ease of doing business for our clients
•Manage the prioritization, escalation, and timely resolution of client pain points to better evaluate and streamline client process
•Support and provide updates on tactical implementation plans for resolution of client pain points with key partners such as IT, operations, digital solutions, technology, legal, client solutions, marketing, service and sales
•Track and validate customer effort metric to measure overall program effectiveness in making it easier for clients to do business with Schwab
•Develop and execute a communication plan that celebrates program accomplishments across the enterprise
•Collaborate with broader team on complementary business responsibilities and programs and ensure their activities are making it easier for clients to do business at Schwab
•Responsible for quantitative and qualitative information-gathering and analysis to identify program insights, evaluate opportunities and inform response
•Foster a deep understanding of client needs and champion those needs across the organization
What you will gain:
Opportunity to manage a program that impacts all parts of a Fortune 500 business and impacts varying degrees of client needs
Meaningful exposure to a wide range of business leaders and executives, including strong support for further career development at Schwab
What you have:
•Proven experience as a Program Manager or other managerial position, demonstrating the ability to drive outcomes and change behavior
•Detail-oriented with strong project management skills, including the ability to develop and control deadlines and activities
•Strong analysis and problem-solving skills, including being able to synthesize data, develop recommendation for senior leadership
•Superior written and verbal communication skills
•Experience and comfort communicating with senior executives and the ability to gain respect and support of leadership, partners, and peers
•Strong interpersonal skills and must exemplify the vision and values of SchwabBasic Qualification
•BA required/MBA preferred
•Proficiency in power point and excel
•3+ years of experience managing cross-functional projects and programs with tight deadlines
•3+ years of experience in product or process definition having taken a product or process from concept to execution
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