Sr Manager, Retail Client Experience

Charles Schwab; Orlando (FL); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

401(k) with company match

Paid time off + sabbatical after 5 yrs

Parental leave and family benefits

Tuition reimbursement

Health, dental, and vision insurance

Job summary

Charles Schwab is seeking a Senior Manager to lead strategic initiatives within the Retail Client Experience team in on-site locations including Orlando. You will uncover client needs, size opportunities, shape experiences, and drive delivery across high-stakes, cross-enterprise projects.

Expect to act as a consultant or program lead, surfacing insights and coordinating work across partners. The role requires strong communication, problem-solving, and relationship-building skills in a fast-paced

Qualifications

• 5+ years of experience in strategy, client experience, product, or execution-focused roles.
• Superior written and verbal communication skills with the ability to present to senior audiences.
• Superior analytical skills, creativity in problem solving, and attention to detail.
• Ability to structure ambiguous problems and translate analysis into clear, actionable recommendations.
• Demonstrated ability to build relationships and influence stakeholders across a complex, matrixed organization.
• Comfort operating in ambiguous, dynamic environments while managing multiple priorities.
• Expert user of PowerPoint and Excel.

Responsibilities

• Lead strategic initiatives across the retail client experience: identify client pain points and opportunities as part of launches, enhancements, or responses to issues in fraud prevention, authentication, and money movement.
• Frame ambiguous problems and drive to insight using hypothesis-driven analysis and stakeholder validation, translating findings into executive-ready recommendations.
• Champion the client perspective using voice-of-the-field and competitive intelligence to expose gaps and size impacts.
• Partner with product, service, risk, compliance, legal, operations, and technology to weigh opportunities and risks and align on outcomes.
• Build compelling, decision-ready communications with clear, concise deliverables.
• Lead day-to-day execution across multiple initiatives, manage timelines, risks, and stakeholder escalation.
• Influence outcomes without direct authority by facilitating meetings with senior stakeholders and gaining cross-business buy-in.
• Model a One Schwab approach by collaborating enterprise-wide and putting clients’ interests first.

Skills

Strategy experience

Client experience

Product/execution focus

Communication skills

Analytical skills

Ambiguity management

Stakeholder influence

PowerPoint & Excel

Tools

PowerPoint

Excel

Job description

Your opportunity

In addition to a base salary (range posted), this role is also eligible for bonus or incentive opportunities.

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): Austin, Westlake, Orlando, Raleigh.

At Schwab, you’re empowered to make an impact on your career, helping us challenge the status quo and transform the financial services industry together – always Through Clients' Eyes.

The Retail Client Experience team defines, shapes, and owns the holistic experience for individual investor clients. We align initiatives across the firm and influence decisions to ensure outcomes are optimized for both our clients and Schwab. Anchored in delivering the best possible client experience, we partner with stakeholders at all levels and across Schwab's businesses to weigh considerations and translate analysis into a clear, actionable strategy.

As a Senior Manager, you will help deliver market-leading experiences – uncovering client needs, sizing the impact of opportunities, shaping the optimal client experience, and driving delivery across high-stakes, cross-enterprise projects. Depending on the initiative, you may act as an internal consultant, a researcher surfacing opportunities to enhance client experience and competitive insights, or a program lead coordinating work across partners. This highly visible role calls for a self-starter and thought leader who thrives amid ambiguity, manages multiple workstreams at once, and communicates with clarity and executive presence.

What You Will Do

• Lead strategic initiatives across the retail client experience: identify client pain points and opportunity areas as part of product launches, capability enhancements, or responses to identified issues within fraud prevention, authentication, and money movement
• Frame ambiguous problems and drive to insight: break down complex issues using a hypothesis-driven approach, structured analysis, and stakeholder validation, and then translate findings into clear, executive-ready recommendations
• Champion the client perspective: use voice-of-the-field and competitive intelligence to expose critical product gaps, size their impact, and shape decisions accordingly
• Partner across the firm to balance tradeoffs: work closely with product, service, risk, compliance, legal, operations, and technology teams to weigh opportunities, costs, benefits, and risks and align on the optimal client and business outcome
• Build compelling, decision-ready communications: construct a logical storyline and clear, concise deliverables that turn complexity into action and articulate the “so what”
• Lead day-to-day execution across multiple initiatives: drive timelines with tenacity and resourcefulness, anticipate program risks, flag issues early, and elevate as needed
• Influence outcomes without direct authority: facilitate meetings with senior stakeholders, align partners across businesses, build buy-in, and manage change to minimize resistance and sustain momentum
• Model a One Schwab approach: collaborate across the enterprise, contribute to team culture, and put clients’ interests first

What You Will Gain

• The opportunity to shape and deliver major, firm-level initiatives that drive growth and improve outcomes for millions of Schwab clients
• Meaningful exposure to a wide range of business leaders and executives, with strong support for continued career development at Schwab
• Deeper mastery of structured problem solving, robust analysis, and influencing senior decision-makers
• Credibility and rapport with key business partners as you build broad, cross-enterprise knowledge of Schwab’s businesses through your deliverables

Required Qualifications

• Applicants must be currently authorized to work in the United States on a full-time basis without employer sponsorship
• 5+ years of experience in strategy, client experience, product, or execution-focused roles
• Superior written and verbal communication skills, with a demonstrated ability to develop materials and present with impact to senior audiences
• Superior analytical skills, creativity in problem solving, and strong attention to detail
• Proven ability to structure ambiguous problems and translate analysis into clear, actionable recommendations
• Demonstrated ability to build relationships and influence stakeholders across a complex, matrixed organization
• High degree of comfort operating in an ambiguous, dynamic, fast-moving environment while managing multiple priorities
• Expert user of PowerPoint and Excel

Preferred Qualifications

• Experience with cross-functional or enterprise-wide initiatives in financial services
• Working knowledge of retail brokerage products, client experience, or the regulatory environment in which Schwab operates
• Personally and professionally aligned with Schwab’s vision and values, and a strong interest in financial services

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