Sr Manager, Retail Client Experience

About the role

Schwab’s Retail Client Experience team defines, shapes, and owns the holistic experience for individual investor clients. This senior manager role leads market‑leading experiences by uncovering client needs, sizing impact, shaping optimal experiences, and driving delivery across high‑stakes, cross‑enterprise projects. The position is on‑site in one of the following locations: Austin, Westlake, Orlando, or Raleigh.

Responsibilities

• Lead strategic initiatives across the retail client experience: identify client pain points and opportunity areas as part of product launches, capability enhancements, or responses to issues in fraud prevention, authentication, and money movement.
• Frame ambiguous problems and drive to insight: break down complex issues using a hypothesis‑driven approach, structured analysis, and stakeholder validation, then translate findings into clear, executive‑ready recommendations.
• Champion the client perspective: use voice‑of‑the‑field and competitive intelligence to expose critical product gaps, size their impact, and shape decisions accordingly.
• Partner across the firm to balance trade‑offs: collaborate with product, service, risk, compliance, legal, operations, and technology teams to weigh opportunities, costs, benefits, and risks and align on the optimal client and business outcome.
• Build compelling, decision‑ready communications: construct logical storylines and concise deliverables that turn complexity into action and articulate the “so what.”
• Lead day‑to‑day execution across multiple initiatives: drive timelines with tenacity and resourcefulness, anticipate program risks, flag issues early, and escalate as needed.
• Influence outcomes without direct authority: facilitate meetings with senior stakeholders, align partners across businesses, build buy‑in, and manage change to minimize resistance and sustain momentum.
• Model a One Schwab approach: collaborate across the enterprise, contribute to team culture, and put clients’ interests first.

What You Will Gain

You will shape and deliver major, firm‑level initiatives that drive growth and improve outcomes for millions of Schwab clients, gain meaningful exposure to senior business leaders, deepen mastery of structured problem solving and influencing senior decision‑makers, and build credibility and rapport across Schwab’s businesses.

Required Qualifications

• Applicants must be currently authorized to work in the United States on a full‑time basis without employer sponsorship.
• 5+ years of experience in strategy, client experience, product, or execution‑focused roles.
• Superior written and verbal communication skills, with a demonstrated ability to develop materials and present with impact to senior audiences.
• Superior analytical skills, creativity in problem solving, and strong attention to detail.
• Proven ability to structure ambiguous problems and translate analysis into clear, actionable recommendations.
• Demonstrated ability to build relationships and influence stakeholders across a complex, matrixed organization.
• High degree of comfort operating in an ambiguous, dynamic, fast‑moving environment while managing multiple priorities.
• Expert user of PowerPoint and Excel.

Preferred Qualifications

• Experience with cross‑functional or enterprise‑wide initiatives in financial services.
• Working knowledge of retail brokerage products, client experience, or the regulatory environment in which Schwab operates.
• Personal and professional alignment with Schwab’s vision and values, and a strong interest in financial services.

Benefits

• 401(k) with company match and Employee Stock Purchase Plan.
• Paid time for vacation, volunteering, and a 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.

Pay

In addition to a base salary (range posted), this role is also eligible for bonus or incentive opportunities.