Executive Leader, Workforce Strategy & Center Analytics

Charles Schwab; Westlake (TX); Hybrid; USD 150,000 - 230,000; Full time

Benefits offered by this job

401(k) with company match

Employee stock purchase plan

Paid time off and sabbatical after 5+5

Paid parental leave

Tuition reimbursement

Health, dental, and vision insurance

Job summary

Charles Schwab is seeking a Managing Director, CS&S Business Management, to lead forecasting, capacity planning, and workforce analytics across Customer Service & Support. You will drive service performance and efficiency while optimizing resources through disciplined planning and automation.

The role emphasizes executive leadership, enterprise strategy, and collaboration with finance, talent acquisition, and operations to align staffing with business priorities.

Qualifications

• Extensive leadership experience in workforce management and contact center operations.
• Experience setting enterprise workforce strategy and translating demand into staffing plans.
• Strong command of forecasting, scheduling, service levels, and labor distribution.
• Proven ability to lead large-scale operating plans and high-volume hiring across locations.
• Experience using analytics to identify trends, evaluate tradeoffs, and improve outcomes.
• Track record of modernizing processes through automation and continuous improvement.
• Executive-level communication and cross-functional partnership skills.

Responsibilities

• Set and execute the enterprise workforce management strategy for CS&S, including demand forecasting and capacity planning.
• Build a proactive, data-driven workforce organization with enhanced reporting and planning discipline.
• Develop a multi-year roadmap aligning capabilities, location strategy, processes, and automation.
• Translate contact demand and service targets into integrated staffing plans for ~1,500 hires annually.
• Partner with business, operations, finance, talent acquisition, and leaders to adjust workforce strategies.
• Lead quarterly business reviews highlighting trends, risks, and actions to improve service levels.
• Monitor industry practices and market dynamics to inform near- and long-term decisions.

Job description

Charles Schwab is seeking a Managing Director, CS&S Business Management, to lead forecasting, capacity planning, and workforce analytics across Customer Service & Support. You will drive service performance and efficiency while optimizing resources through disciplined planning and automation.

The role emphasizes executive leadership, enterprise strategy, and collaboration with finance, talent acquisition, and operations to align staffing with business priorities.