Senior Manager, AI-Driven Advisor Service Design

Charles Schwab; Westlake (TX); On-site; USD 140,000 - 220,000; Full time

Benefits offered by this job

401(k) with company match

Employee stock purchase plan

Paid time for vacation, volunteering,

Sabbatical after every 5 years of 서비스

Parental leave and family benefits

Tuition reimbursement

Health, dental, and vision insurance

Job summary

Schwab in Westlake, TX seeks a Senior Manager, Service Design & Workflow Strategy to reimagine advisor workflows and connect advisors, associates, operations, digital platforms, and AI-enabled capabilities. You will map end-to-end journeys, build service blueprints, translate findings into actionable requirements, and partner with product, technology, data, risk, and AI teams to improve outcomes.

This on-site role focuses on discovery, stakeholder alignment, and scalable execution, with a

Qualifications

• Strong service design experience, including journey mapping, service blueprinting, workflow mapping, and defining future-state experiences across complex ecosystems.
• Systems-level understanding of how advisors, associates, operations teams, digital platforms, data flows, and AI-enabled capabilities work together to produce customer and business outcomes.
• Demonstrated success translating qualitative and quantitative evidence—including operational data, customer feedback, digital behavior, service metrics, and workflow observations—into business requirements, AI use cases, and prioritized recommendations.
• Strong analytical and problem-framing skills to identify root causes, operational inefficiencies, manual work, friction points, and service gaps, and define measurable impacts and practical solution paths.
• Proven capability to develop implementation-ready requirements and process improvement recommendations, including when discovery is ongoing or information is incomplete.
• Track record of creating scalable frameworks, playbooks, templates, intake methods, or operating models that enable teams to generate workflow insights and requirements consistently.
• Skilled cross-functional facilitator who can lead working sessions and align business, service, operations, product, design, technology, data, risk, and AI stakeholders.
• Executive-level communication and synthesis skills, with a demonstrated capacity to convert complex workflows, findings, tradeoffs, and recommendations into concise, decision-ready narratives.
• Financial services experience or strong interest in developing expertise in the RIA and wealth management ecosystem.

Responsibilities

• Map end-to-end advisor experiences across digital channels, service interactions, operational processes, human handoffs, data inputs, and supporting systems.
• Develop service blueprints, journey maps, workflow models, and process artifacts that clarify how advisors, associates, operations teams, and technology platforms interact to deliver advisor outcomes.
• Use primary and secondary research, workflow observations, service metrics, operational data, digital analytics, and stakeholder feedback to identify high-value AI opportunities.
• Translate journeys, service design insights, operational findings, and data signals into business requirements, process improvement recommendations, AI use cases, and prioritization guidance.
• Identify the underlying behavioral, operational, and business problems driving advisor pain points before defining AI-enabled solutions.
• Recommend process improvements that reduce manual work, workflow complexity, service friction, avoidable servicing burden, and time to advisor outcome.
• Balance research rigor with speed by generating actionable requirements while discovery and validation continue.
• Define MVP-oriented requirements that deliver measurable value quickly and create a foundation for future enhancements.
• Work with immediate team members to shape innovative AI-enabled capabilities that address validated workflow, service, and business problems.
• Create repeatable frameworks, templates, intake methods, and playbooks so teams can document workflows and contribute requirements at scale.
• Facilitate working sessions, stakeholder interviews, requirements reviews, and cross-functional workshops with product, service, operations, technology, data, risk, and AI partners.
• Support prioritization by assessing advisor value, operational impact, scalability, implementation complexity, dependency risk, adoption potential, and measurable business outcomes.
• Communicate recommendations, tradeoffs, risks, and expected impact through concise, executive-ready materials.

Skills

Service design

Systems thinking

Requirements gathering

Analytical skills

Implementation-ready specs

Frameworks & playbooks

Cross-functional facilitation

Executive communication

RIA/wealth management

Job description

Schwab in Westlake, TX seeks a Senior Manager, Service Design & Workflow Strategy to reimagine advisor workflows and connect advisors, associates, operations, digital platforms, and AI-enabled capabilities. You will map end-to-end journeys, build service blueprints, translate findings into actionable requirements, and partner with product, technology, data, risk, and AI teams to improve outcomes.

This on-site role focuses on discovery, stakeholder alignment, and scalable execution, with a