Managing Director, Business Management_Customer Service & Support

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

Your opportunity

Managing Director, Business Management—Customer Service & Support
Client Service & Support (CS&S) is the primary service and trading arm for Schwab Investor Services. The vision for CS&S is to provide exceptional and scalable client service across all client segments while attracting, retaining, and developing top talent and to delight clients by creating memorable service experiences and by always viewing the relationship through client’s eyes.

The Managing Director, CS&S Business Management, leads forecasting, capacity planning, workforce management, and contact center analytics. This leader drives service performance, operational efficiency, and resource optimization through disciplined planning, process improvement, and appropriate use of automation.

Key Outcomes:

• Set and execute the enterprise workforce management strategy for CS&S, including demand forecasting, capacity planning, staffing, scheduling, real-time performance, and workforce distribution.
• Build a proactive, data-driven workforce management organization that strengthens operational reporting, analytics, planning discipline, and decision quality.
• Develop a multi-year roadmap aligning workforce capabilities, location strategy, process improvement, and automation with evolving client and business needs.
• Translate contact demand, volume drivers, training capacity, labor mix, and service targets into integrated staffing plans, including approximately 1,500 annual hires.
• Partner with business, operations, finance, talent acquisition, and functional leaders to adjust workforce strategies as priorities, demand, and market conditions change.
• Lead quarterly business reviews that surface trends, risks, tradeoffs, and actions required to improve service levels, productivity, and client outcomes.
• Monitor industry practices, competitor activity, client expectations, and market dynamics to inform near- and long-term operating decisions.

What you have

Required Experience

• Extensive leadership experience in workforce management, capacity planning, forecasting, contact center operations, business management, or a related discipline within a large, complex service organization.
• Demonstrated success setting enterprise workforce strategy and translating demand forecasts, service objectives, labor assumptions, and business priorities into executable staffing and capacity plans.
• Strong command of contact center performance drivers, including volume forecasting, scheduling, real-time management, productivity, service levels, workforce distribution, and location strategy.
• Proven ability to lead large-scale operating plans and high-volume hiring strategies, including coordination of recruiting, training, labor mix, and deployment across multiple locations.
• Experience using analytics, scenario modeling, and performance reporting to identify trends, evaluate tradeoffs, influence decisions, and improve client and business outcomes.
• Track record of modernizing processes and capabilities through continuous improvement, technology, and automation while effectively managing operational risk and change.
• Exceptional strategic thinking, business judgment, and organizational leadership, with the ability to establish priorities, build accountability, and deliver measurable improvements in quality, productivity, and efficiency.
• Executive-level communication and influence skills, with demonstrated ability to present complex insights clearly, align senior stakeholders, and build strong cross-functional partnerships.

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