Director, Head of Digital Reputation

Charles Schwab; Austin (TX); Hybrid; USD 180,000 - 280,000; Full time

Benefits offered by this job

401(k) with company match

Employee stock purchase plan

Health, dental, and vision insurance

Paid time off / sabbatical after years

Tuition reimbursement

Job summary

Schwab seeks a Director, Head of Digital Reputation to shape and safeguard our global digital narrative. You will lead strategy, governance, and cross‑functional collaboration across Corporate Affairs, Marketing, Legal and Investor Relations to advance our reputation objectives.

You will own enterprise‑level reputation strategy, oversee crisis management, executive communications, and data‑driven measurement, leveraging AI and content systems to scale impact while mentoring a high‑performing

Qualifications

• 10+ years of progressive leadership experience in digital reputation, brand, or enterprise communications.
• Proven ability to harness analytics, sentiment intelligence, and performance data to inform strategy.
• Strong executive communication and cross‑functional collaboration skills.

Responsibilities

• Create, Define and Execute Digital Reputation Strategy across Schwab's enterprise.
• Lead Digital Reputation Crisis Management with real‑time response protocols.
• Oversee Executive Communications and alignment with Legal, Risk, IR and Marketing.
• Monitor conversations across social, search, media and forums with analytics dashboards.
• Drive integration of AI and modular content systems for scalable storytelling.

Job description

Your opportunity

Director, Head of Digital Reputation – Schwab

At Schwab, you are empowered to make an impact on your career. Here, innovative thoughts meet creative problem solving, helping us “challenge the status quo” and put our clients at the center of everything we do as we focus on our mission of helping clients take ownership of their financial futures.

Location:

New York, Washington, DC, Austin, Westlake

What You’ll Do

• Create, Define and Execute Digital Reputation Strategy: You will cultivate trust, respond to stakeholder sentiment, and safeguard Schwab’s reputation while collaborating across Corporate Affairs, Marketing and other parts of Schwab to further develop our Digital Strategy
• Create and Execute Digital Campaigns and Initiatives: Targeting a broad cross section of key Schwab stakeholders using owned channels and collaborating with colleagues in Corporate Affairs, you will innovate and create new initiatives in the digital space.
• Drive the Connection Between Earned and Owned: Collaborating with Earned media leads across Corporate Affairs, together you will innovate new storyline pipelines and execute strategies that advance Schwab’s goals in the growing digital space. You and your team will partner with the Schwab Media Bureau to supercharge our Earned opportunities and together drive a one reputation engine.
• Lead Digital Reputation Crisis Management: You will develop and activate real-time response protocols, coordinating response across legal, public relations, customer engagement, and executive leadership.
• Lead Digital Reputation Executive Communications Program: You will lead the strategy and execution of our Social Executive Communications.
• Monitor Digital Conversations: You will track conversations and insights across social media, online forums, search engines, traditional media, and emerging channels, using advanced listening tools and analytics dashboards to stay ahead of reputation risks.
• Strategically Create Content and Storytelling: You will create content and employ powerful storytelling techniques to elevate positive brand messaging and reinforce Schwab’s mission and value proposition during high-attention periods.
• Track Performance to Inform Strategy: You will track engagement and sentiment across channels, measure sentiment trends, content reach, reputation resilience, and mitigated crises to track progress towards goals and pivot strategic plans if necessary.
• Collaborate and Drive Innovation: Align with teams in corporate affairs, marketing, legal, risk, investor relations, etc. to ensure cohesive reputational stewardship. Champion the use of AI, modular content systems, and platform-native storytelling to drive innovation and efficiency.
• Team Focused: A leader with a vision for your organization, you will focus on your team of high performing colleagues across Social Media and Content and invest in their careers via mentorship, guidance and planning.
• Governance: Oversee compliance of Schwab social media standards and requirements and Chair Schwab’s Digital Governance Council to ensure strategic alignment, risk management, and compliance across all digital platforms.

What you have

Experience & Scope

• 10+ years of progressive leadership experience in digital reputation, brand, or enterprise communications, with a strong preference for financial services or similarly regulated, high‑scrutiny environments.
• Demonstrated ownership of enterprise‑scale reputation strategy, spanning corporate brand, executive presence, and digital narrative management across global or multi‑business organizations
• Proven ability to harness advanced analytics, sentiment intelligence, and performance data to inform strategy, anticipate risk, and shape outcomes across earned, owned, paid, and shared ecosystems

Enterprise Reputation & Crisis Leadership

• Recognized authority in enterprise reputation governance, including scenario planning, crisis preparedness, executive response frameworks, and rapid decision‑making under pressure
• Track record of advising senior executives through high‑stakes, ambiguous situations involving regulatory, market, media, or stakeholder risk
• Ability to proactively identify emerging reputational threats (e.g., misinformation, AI‑generated content, activist narratives) before they escalata

Executive & Stakeholder Communication

• Exceptional executive communication capability, including:
• CEO and C‑suite advisory
• Clear, confident positioning in moments of scrutiny
• High‑velocity message development without sacrificing judgment or credibility
• Trusted partner across Legal, Risk, Compliance, HR, Investor Relations, Marketing, and Business Leadership
• Naturally strong narrative and copy instincts, with the ability to translate complexity into clarity

Strategic & Analytic Orientation

• Deeply data‑driven and insight‑led, with the ability to connect reputation outcomes to enterprise business objectives, client trust, talent outcomes, and long‑term brand equity
• Fluency in modern measurement frameworks, including sentiment analysis, narrative tracking, risk velocity, and share‑of‑voice indicators

Digital, Media & Platform Expertise

• Sophisticated understanding of the modern digital ecosystem, including:
• Paid, earned, and influencer media
• Social, web, search, and AI‑amplified content environments
• SEO, GEO, and reputation management dynamics
• Expertise in social listening platforms, analytics suites, content management systems, and enterprise reputation dashboards

Creative & Adaptive Leadership

• Strong creative judgment and instinct for what resonates across audiences, platforms, and moments
• Demonstrated ability to operate with composure and clarity in fast‑moving, unpredictable media environments
• Balances speed with discipline, creativity with risk awareness

People & Organizational Leadership

• Proven leader of high‑performing, multi‑disciplinary teams, including content strategy, social engagement, and digital reputation specialists
• Ability to build a unified Digital Reputation function that scales, develops talent, and operates with enterprise credibility
• Comfortable leading through influence as well as authority; committed to coaching, succession, and team growth

What’s in it for you

At Schwab, you’re empowered to shape your future. We champion your growth through meaningful work, continuous learning, and a culture of trust and collaboration—so you can build the skills to make a lasting impact. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.

We offer a competitive benefits package that takes care of the whole you – both today and in the future:

• 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