Director, Conversational AI – Content, Risk and Governance

About the role

Schwab’s Digital Retail organization creates trusted experiences that help clients manage their financial lives. As Director, Conversational AI, Content, Risk and Governance, you will lead the product-management function responsible for making conversational AI experiences safe, accurate, useful, explainable, and operationally scalable. You will shape product, content, knowledge, risk, quality, and governance strategies supporting Schwab Assistant, Charley AI, enterprise search, and emerging generative and agentic capabilities. Working across product, technology, design, service, legal, compliance, security, and risk, you will establish practical standards and controls from use-case evaluation through launch, monitoring, and continuous improvement. You will use client feedback, testing, analytics, and operational insights to identify problems, make thoughtful tradeoffs, and improve experience quality through content creation, managing risk, and established business oversight of one to multiple generative AI digital capabilities. You will also build and develop a multidisciplinary team, clarify accountability across partners, and help Schwab responsibly expand AI capabilities while protecting client trust and operational resilience.

Responsibilities

• Lead product-management function for conversational AI experiences (safe, accurate, useful, explainable, operationally scalable)
• Shape product, content, knowledge, risk, quality, and governance strategies for Schwab Assistant, Charley AI, enterprise search, and emerging generative and agentic capabilities
• Collaborate across product, technology, design, service, legal, compliance, security, and risk to establish practical standards and controls from use-case evaluation through launch, monitoring, and continuous improvement
• Leverage client feedback, testing, analytics, and operational insights to identify problems, make thoughtful tradeoffs, and improve experience quality through content creation, risk management, and business oversight of generative AI digital capabilities
• Build and develop a multidisciplinary team
• Clarify accountability across partners
• Enable responsible expansion of AI capabilities while protecting client trust and operational resilience

Requirements

• Bachelor’s degree or equivalent skills and experience in business, technology, product management, or a related field
• Active General Securities Principal Qualification Series 24
• 15 years experience leading digital product-management teams and managing products through strategy, launch, ongoing operations, and continuous improvement
• 10 years demonstrated people leadership experience, including hiring, coaching, delegation, performance management, organizational design, and leadership development
• 10 years experience with conversational AI, generative AI, search, knowledge management, machine-learning products, chatbots, or comparable digital-assistance capabilities
• 5 years experience establishing or operating product governance, risk-management, control, quality-assurance, or launch-readiness practices
• Ability to translate complex technical, regulatory, operational, and client considerations into clear product decisions and measurable outcomes
• Demonstrated ability to influence senior leaders and build effective partnerships across product, technology, design, operations, legal, compliance, security, and risk

Qualifications

• Master’s degree in business, technology, product management, or a related field preferred
• Experience developing content strategy, knowledge architecture, structured content, or enterprise content-management practices
• Technical knowledge of large language models, retrieval, search, evaluation, monitoring, data, content-management systems, and platform architecture
• Working knowledge of financial-services regulations, control environments, model governance, or related risk-management expectations
• Strong strategic thinking, problem solving, written communication, facilitation, and executive-presentation skills
• Demonstrated success leading through ambiguity, organizational change, and evolving technologies while balancing client value, delivery speed, feasibility, risk, and sustainable execution

Benefits

• 401(k) with company match and Employee stock purchase plan
• Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
• Paid parental leave and family building benefits
• Tuition reimbursement
• Health, dental, and vision insurance
• Hybrid Work and Flexibility approach balancing workplace flexibility, client service, and regular in-person collaboration
• Competitive benefits package supporting the whole you – today and in the future
• Eligible for bonus or incentive opportunities in addition to salary range