Head of Workforce Strategy & Customer Service Analytics

Charles Schwab; Omaha (NE); Hybrid; USD 180,000 - 230,000; Full time

Benefits offered by this job

401(k) with company match

Employee stock purchase plan

Sabbatical after 5 years

Paid parental leave

Tuition reimbursement

Health, dental & vision insurance

Job summary

Charles Schwab is seeking a Managing Director, Business Management for Customer Service & Support (CS&S). This leader will own forecasting, capacity planning, workforce management, and analytics to drive service levels and efficiency across the contact center.

In this role, you will partner with executives to translate demand into staffing plans, oversee large-scale hiring, and deliver data-driven insights to improve client outcomes while advancing automation and process improvements.

Qualifications

• Extensive leadership experience in workforce management and contact center operations.
• Proven ability to translate forecasts into executable staffing plans.
• Strong command of performance drivers: forecasting, scheduling, productivity, service levels.
• Experience leading large-scale operating plans and high-volume hiring across locations.
• Experience using analytics and performance reporting to drive client outcomes.
• Track record of modernizing processes with automation while managing risk.

Responsibilities

• Set and execute enterprise workforce management strategy for CS&S.
• Build proactive data-driven workforce management organization.
• Develop multi-year roadmap aligning workforce capabilities and location strategy.
• Translate demand into staffing plans including ~1,500 annual hires.
• Partner with business, finance, talent acquisition, and leaders to adjust strategies.
• Lead quarterly business reviews to surface trends and actions.
• Monitor industry dynamics to inform decisions.

Skills

Leadership experience

Forecasting

Capacity planning

Contact center operations

Analytics

Executive communication

Job description

Charles Schwab is seeking a Managing Director, Business Management for Customer Service & Support (CS&S). This leader will own forecasting, capacity planning, workforce management, and analytics to drive service levels and efficiency across the contact center.

In this role, you will partner with executives to translate demand into staffing plans, oversee large-scale hiring, and deliver data-driven insights to improve client outcomes while advancing automation and process improvements.