Senior Digital Product Manager

Charles Schwab; Raleigh (NC); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

401(k) with company match

Employee stock purchase plan

Paid time off and sabbatical program

Paid parental leave

Tuition reimbursement

Health, dental, and vision insurance

Hybrid work flexibility

Job summary

Charles Schwab is hiring a Senior Product Manager (individual contributor) to ensure AI-powered client journeys are accurate, safe, and compliant. You will review AI outputs, translate findings into journey requirements, and partner with product, engineering, data, design and risk teams to deliver trustworthy experiences.

This role is on-site in Raleigh, NC with a focus on enterprise search, AI evaluation and digital support.

Qualifications

• FINRA license 24/99 or equivalent required.
• 5+ years digital product management experience.
• Experience with support content, conversational AI, search, chatbots or voice.
• Experience in compliance-driven financial services.
• Proven ability to write PRDs and clear acceptance criteria.
• Strong analytical skills and data-driven decision making.
• Ability to influence stakeholders across teams.
• Agile experience (Scrum, backlog management, sprint planning).
• Excellent written and verbal communication.

Responsibilities

• Review AI evaluation outputs, transcripts, tests for accuracy and policy adherence.
• Build AI quality frameworks with evaluation criteria and rubrics.
• Identify failure patterns and translate into fixes and updates.
• Partner with supervision for AI safety and governance.
• Flag outputs that pose regulatory or client risk.
• Translate goals and feedback into requirements, user stories, acceptance criteria.
• Write PRDs defining end-to-end journey behavior including paths and fallbacks.
• Create process maps, gap analyses, and decision materials.
• Investigate client pain points to reduce journey friction.
• Maintain delivery pipeline across multiple sprints; support backlog refining and readiness.
• Track risks, blockers, dependencies; escalate as needed.
• Leverage experiments and analytics to improve experiences.

Skills

FINRA 24/99

Digital PM

AI/Conversational

Regulatory

PRD writing

Data-driven

Stakeholder

Agile/Scrum

Clear communication

Tools

Workfront

Jira

Confluence

Tableau

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).

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

Charles Schwab's Digital Retail product team is changing how clients use digital experiences. We use AI, search, and conversational platforms to make complex financial decisions simpler. You will join a high-impact group focused on Conversational AI, Enterprise Search, and Digital Support across web and mobile, including chat, voice, search, and help content.

We’re looking for a Senior Product Manager (individual contributor) to make sure our AI-powered client journeys are accurate, safe, and compliant. You will review AI evaluation outputs, find quality and risk gaps, and turn what you find into clear journey requirements. You will partner with product, engineering, data, design, risk, compliance, supervision, and service teams to deliver trustworthy experiences.

What You’ll Do

AI Evaluation Review

• Review AI eval outputs, transcripts, and test results. Assess accuracy, grounding, hallucinations, tone, disclosures, and policy adherence.
• Build and improve AI quality frameworks, including evaluation criteria, scoring rubrics, and acceptance thresholds.
• Find failure patterns and root causes. Turn them into prioritized fixes and requirement updates.
• Partner with supervision to ensure AI safety, governance, and responsible use.
• Flag outputs that may create regulatory, suitability or client-harm risk.

Journey Requirements

• Translate business goals, client needs, eval findings, and stakeholder feedback into requirements, user stories, acceptance criteria, and prioritized recommendations.
• Write clear PRDs that define end-to-end journey behavior, including happy paths, edge cases, fallbacks, and handoffs.
• Create process maps, gap analyses, issue summaries, and decision materials to help teams prioritize work.
• Investigate client pain points and journey friction to find ways to improve self-service.

Execution & Delivery

• Keep a steady pipeline of delivery-ready work across multiple sprints.
• Support backlog refinement, sprint planning, demos, validation, launch readiness, and post-launch optimization.
• Track open issues, risks, blockers, dependencies, and decisions. Escalate items that may affect quality, compliance, or client experience.
• Use experiments, transcripts, and analytics to keep improving experiences.

Cross-Functional Leadership & Communication

• Influence stakeholders and drive decisions across multiple levels of leadership.
• Weigh opportunities, constraints, risks, and trade-offs so leaders can make informed decisions.
• Explain complex AI and technical concepts clearly to leadership audiences.
• Provide consistent visibility into product performance, roadmap, and key decisions.

What You Care About

• Building trustworthy AI systems that are safe, compliant, and reliable
• Delivering intuitive client experiences that solve real problems
• Driving outcomes over output, with measurable client and business impact
• Bringing clarity to ambiguous situations
• Improving continuously through data, experiments, and feedback

What you have

Required Qualifications:

• FINRA Series 24 or Series 99 license
• 5+ years of digital product management experience
• Experience with support content, conversational AI, search, chatbots, or voice products
• Experience in compliance-driven or regulated financial services environments
• Strong experience writing PRDs and clear acceptance criteria
• Strong analytical and problem-solving skills, with the ability to use data to drive recommendations
• Ability to influence stakeholders and build alignment across teams
• Agile experience (Scrum, backlog management, sprint planning)
• Excellent written and verbal communication skills

Preferred Qualifications:

• Ability to evaluate and improve AI quality, performance and safety
• Strong organizational skills, with the ability to manage multiple priorities
• Experience with Workfront, Jira, Confluence, or Tableau
• Understanding of content governance, accessibility, SEO/AEO/findability, metadata, taxonomy, content lifecycle management, or compliance-driven environments

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