AI-Driven Digital Support Product Manager

Charles Schwab; Austin (TX); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

401(k) match

Employee stock purchase plan

Sabbatical program

Parental leave

Job summary

Charles Schwab in Austin is seeking a detail-oriented Digital Product Manager to build the operating foundation for AI-ready support experiences. You will shape how help content is created, maintained, measured, and reused across Help, How-To, Search, and Schwab Assistant, partnering with product, content, technology, risk, compliance, and analytics teams.

This role focuses on turning client needs into scalable requirements, improving self-service outcomes, and ensuring content is accurate,

Qualifications

• 4+ years of experience in digital product management, product operations, business analysis, content operations, or related fields
• Strong analytical and problem-solving skills with the ability to use data to drive recommendations
• Ability to influence stakeholders and build alignment across cross-functional teams
• Comfort working through ambiguity and helping teams solve complex problems
• Experience working in Agile delivery environments
• Excellent written and verbal communication skills

Responsibilities

• Shape product recommendations by connecting client needs, operational insights, content quality signals, and AI/search performance data to prioritized roadmap decisions
• Implement AEO best practices to evolve content structures, metadata, taxonomy, and operational processes for reliable reuse across Search, Assistant, and future AI-enabled experiences
• Manage the process to renew, revise, retire, and publish articles, FAQs, guides, glossaries, release notes, video assets, and related content
• Continuously improve the end-to-end content lifecycle, including intake, prioritization, governance, publishing, maintenance, and retirement of help and how-to content assets
• Maintain content inventory, ownership tracking, expiration dates, metadata, taxonomy, and documentation to improve findability and reuse across digital support channels
• Partner with content strategy, product SMEs, compliance, risk, legal, service, creative, technology, and QA to ensure content is accurate, accessible, compliant, plain language, and aligned to client journeys
• Identify outdated, duplicate, overlapping, or low-value content and drive cleanup recommendations that improve the client support experience
• Partner with Experience and Platform product managers to improve answer quality, findability, and self-service success, ensuring that up-to-date content is fully integrated across the platform
• Support roadmap planning, backlog refinement, sprint planning, demos, validation, launch readiness, release notes, and post-launch optimization for content and support experience work
• Track open issues, risks, blockers, dependencies, and decisions, and elevate items that may affect content quality, publishing timing, compliance, or client experience
• Evaluate and communicate opportunities, constraints, risks, and trade-offs to help teams and leadership make informed prioritization decisions
• Translate business objectives, client needs, and stakeholder feedback into requirements, user stories, acceptance criteria, and prioritized recommendations
• Create clear process maps, gap analyses, issue summaries, business cases, and decision materials that help product and leadership teams prioritize work
• Investigate client pain points and support journey friction to identify opportunities that improve self-service experiences

Skills

Digital product management

Analytical skills

Stakeholder management

Agile delivery

Communication skills

Job description

Charles Schwab in Austin is seeking a detail-oriented Digital Product Manager to build the operating foundation for AI-ready support experiences. You will shape how help content is created, maintained, measured, and reused across Help, How-To, Search, and Schwab Assistant, partnering with product, content, technology, risk, compliance, and analytics teams.

This role focuses on turning client needs into scalable requirements, improving self-service outcomes, and ensuring content is accurate,