Managing Director, CS&S Workforce Strategy & Analytics

Charles Schwab

Phoenix (AZ)

Hybrid

USD 180,000 - 240,000

Full time

6 hours ago

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Benefits offered by this job

401(k) with company match

Employee stock purchase plan

Paid time off & volunteering

Sabbatical after 5 years of service

Paid parental leave

Job summary

Charles Schwab is seeking a Managing Director, CS&S Business Management, to lead forecasting, capacity planning, workforce management, and contact center analytics. You will guide service performance, efficiency, and resource optimization through disciplined planning and automation, shaping the strategic staffing across locations.

Executive leadership is expected to translate complex data into actionable plans, with a focus on improving client outcomes and operating excellence.

Qualifications

Extensive leadership experience in workforce management, forecasting, or contact center operations within a large service organization.
Proven ability to translate demand forecasts and business priorities into staffing and capacity plans.
Strong knowledge of contact center performance drivers: volume forecasting, scheduling, real-time management, service levels.

Responsibilities

Set and execute enterprise workforce management strategy for CS&S, including demand forecasting, capacity planning, staffing, and scheduling.
Lead data-driven workforce management with analytics, reporting, and decision-quality improvements.
Develop multi-year roadmap aligning workforce capabilities, location strategy, and automation with evolving needs.
Translate demand and service targets into integrated staffing plans and 1,500 annual hires.