Manager, Project Manager

Charles Schwab Corporation; Westlake (TX); On-site; USD 95,000 - 140,000; Full time

Job summary

Charles Schwab Corporation is seeking a Service Excellence Manager to act as a trusted quality consultant for Service leaders. You will use data to identify trends, shape quality priorities, and translate insights into coaching and actionable plans.

Success requires executive-level communication, partnership with cross-functional teams, and the ability to influence outcomes without direct authority. In-office collaboration is emphasized, with on-site work four days a week in Westlake, TX.

Qualifications

• 2+ years of quality assurance or equivalent experience in financial services or related operations.
• Ability to analyze qualitative and quantitative information and translate findings into actionable recommendations.
• Strong communication and presentation skills for senior leadership.
• Ability to influence decisions and drive progress without direct authority.
• Proficiency with Word, Excel, and PowerPoint to support reporting and coaching.

Responsibilities

• Serve as a trusted quality consultant to Service leads and translate insights into coaching and action plans.
• Identify trends, root causes, and opportunities to improve client experiences.
• Partner with Service, Training, Enablement, and centralized support teams to align priorities.
• Communicate clear recommendations to senior leaders and track progress against goals.
• Support development and socialization of quality plans, goals, and coaching initiatives.

Skills

Quality analysis

Data interpretation

Executive communication

Project management

Cross-functional collaboration

Tools

Microsoft Word

Microsoft Excel

PowerPoint

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.