Manager, Project Manager

Charles Schwab; Dallas, Westlake (TX, TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

401(k) match

Paid time off

Sabbatical program

Parental leave

Tuition reimbursement

Health/dental/vision insurance

Job summary

Charles Schwab is seeking a Service Excellence Manager to act as a trusted quality consultant for the Service Leaders, leveraging data to drive improvements in client experiences.

You will shape segment-specific quality priorities, coach leaders, and translate insights into actionable coaching and education, aligning with enterprise goals and service standards. The role requires executive communication and cross-team collaboration in a collaborative, in-office environment.

Qualifications

• 2+ years of quality assurance or related experience.
• Ability to analyze qualitative and quantitative information, identify trends and root causes, and translate findings into focused recommendations.
• Strong partnerships and influence without direct authority.
• Excellent written and verbal communication to senior leadership.
• Proficiency with Word, Excel, and PowerPoint.

Responsibilities

• Serve as a trusted quality consultant to Service leaders, using data to identify trends, root causes, and improvement opportunities.
• Communicate recommendations to senior leaders and track progress; help translate quality insights into coaching and education.
• Partner with Training, Enablement, and centralized support teams to align priorities and reinforce quality expectations.

Skills

Quality assurance

Data analysis

Executive communication

Cross-functional collaboration

PowerPoint

Excel

Time management

Education

Bachelor's degree

Tools

Microsoft Word

Quality dashboards

Job description

Your opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us challenge the status quo and transform the finance industry together. We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location(s).

Schwab Advisor Services supports independent investment advisory firms with custody, trading, technology, practice management, and service capabilities. The Service Excellence team partners with the Service organization to strengthen client experiences by turning voice analytics, quality metrics, and segment-level insights into focused recommendations and practical action plans.

As a Service Excellence Manager, you will serve as a trusted quality consultant to Service leaders, using data to identify trends, uncover root causes, anticipate changing business needs, and shape segment-specific quality priorities. You will communicate clear recommendations to senior leaders, partner with directors and managers to establish goals and track progress, and help leaders translate quality insights into effective coaching, education, and measurable improvement.

Success in this role requires a consultative approach, executive-level communication, sound judgment, and the ability to influence across teams. You will build strong relationships with Service, Training, Enablement, and centralized support partners while helping ensure leaders and new hires understand quality expectations, assessment practices, and the tools and metrics that support a consistent client experience.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site 4 days a week in the specified location(s).

Applicants must be currently authorized to work in the United States on a full time basis without employer sponsorship.

What you have

Required Qualifications

• 2+ years of quality assurance program, financial services, service operations, program management, education, coaching, or other relevant experience

• Demonstrated ability to analyze qualitative and quantitative information, identify trends and root causes, and translate findings into focused recommendations and action plans

• Ability to build trusted partnerships, consult with leaders, influence decisions, and drive measurable progress without relying on direct authority

• Advanced written, verbal, and presentation skills, including the ability to communicate complex findings clearly and succinctly to senior leadership

• Strong organizational and prioritization skills with the flexibility to respond to changing business needs while meeting commitments

• Proficiency with Microsoft Word, Excel, and PowerPoint

Preferred Qualifications

• Knowledge of Schwab Advisor Services, service quality programs, quality metrics, and call-assessment practices

• Experience using voice analytics, quality dashboards, or related tools to evaluate client interactions and monitor outcomes

• Experience developing, socializing, and tracking quality plans, performance goals, or coaching initiatives

• Ability to coach and educate leaders and teams by connecting quality insights to practical behaviors and client outcomes

• A proactive, entrepreneurial approach with a commitment to service excellence, professionalism, creativity, accountability, and continuous improvement

• Ability to collaborate across Service, Training, Enablement, and centralized support teams to align priorities and reinforce consistent quality expectations

In addition to the salary range, this role is also eligible for bonus or incentive opportunities.

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