Sr Manager, Retail Client Experience

In addition to a base salary (range posted), this role is also eligible for bonus or incentive opportunities. The position is on‑site in Austin, Westlake, Orlando, or Raleigh.

About the role

The Retail Client Experience team defines, shapes, and owns the holistic experience for individual investor clients. The Senior Manager will help deliver market‑leading experiences—uncovering client needs, sizing impact, shaping optimal experience, and driving delivery across high‑stakes, cross‑enterprise projects. The role may act as an internal consultant, researcher, or program lead.

What You Will Do

• 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 within fraud prevention, authentication, and money movement.
• Frame ambiguous problems and drive to insight using hypothesis‑driven approach, structured analysis, stakeholder validation, and translate findings into executive‑ready recommendations.
• Champion the client perspective by using voice‑of‑the‑field and competitive intelligence to expose product gaps, size impact, and shape decisions.
• Partner across product, service, risk, compliance, legal, operations, and technology teams to balance trade‑offs and align on optimal outcomes.
• Build compelling, decision‑ready communications: logical storylines, concise deliverables that turn complexity into action.
• Lead day‑to‑day execution across multiple initiatives: drive timelines, anticipate risks, flag issues early, and escalate as needed.
• Influence outcomes without direct authority: facilitate senior stakeholder meetings, build buy‑in, manage change.
• Model a “One Schwab” approach: collaborate enterprise‑wide, contribute to team culture, and put clients’ interests first.

What You Will Gain

• Opportunity to shape and deliver firm‑level initiatives that drive growth for millions of Schwab clients.
• Meaningful exposure to senior business leaders with strong support for career development.
• Deeper mastery of structured problem solving, robust analysis, and influencing senior decision‑makers.
• Credibility and rapport with key partners, building cross‑enterprise knowledge of Schwab’s businesses.

Required Qualifications

• 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; ability to develop materials and present 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.
• Comfort operating in an ambiguous, 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.
• Alignment with Schwab’s vision and values and 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 (eligible positions).
• Paid parental leave and family‑building benefits.
• Tuition reimbursement.
• Health, dental, and vision insurance.