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).

The SPCS Client Experience team focuses on designing, evolving, and delivering differentiated and meaningful experiences that continuously challenge the status quo, positioning Schwab as a leader in the High Net Worth (HNW) space for clients with more than $1M in assets. SPCS partners closely with key business units – including Investor Services, Advisor Services, Schwab Bank, Operations, Marketing, and Technology – to enhance the end-to-end (E2E) client experience, which make up approximately half of total client assets. SPCS provides team members with an unparalleled opportunity to work on major strategic issues confronting a critical client segment, while gaining visibility among the firm's executive leadership. 

The SPCS Client Experience team is responsible for defining and evolving the E2E experience for clients with $1 million or more in Retail assets, which spans across strategy and integration, offer design, product management, and process improvement. Reporting to a Director of SPCS Client Experience within SPCS, the Manager is charged with delivering thoughtful, insightful, and high-impact contributions across a range of “high stakes” strategic projects, as well as joining efforts in supporting the E2E SPCS client experience (i.e., across a variety of product offerings and solutions and process improvements).

This role requires a driven, strategic, analytical, and execution-focused leader who excels at communicating effectively (both verbal and written) with stakeholders at all levels, developing clear data-driven actionable insights, and driving impactful business outcomes while cultivating strong partnerships. They will establish relationships with a wide range of stakeholders at all levels of the organization and across Schwab’s enterprises.

The team is responsible for

• Ownership: Drive the end-to-end experience for the SPCS segment at Schwab
• Strategy: Envision the future and crystallize the near-term road map
• Quarterback: Coordinate cross-functional activation and execution with business partners
• Analysis: Conduct clear, consistent, fact-based analysis to inform key business decisions
• Prioritization: Optimize the allocation of scarce resources to the highest value SPCS client experience issues
• Communication: Develop high-impact presentations for key audiences, including executive leadership
• Partnership: Cultivate and maintain strong relationships with business partners across Schwab’s enterprises to inform and align strategy work, and to actively support the transition from recommendation to execution

What you’ll gain

• Opportunity to influence key strategic decisions that are shaping the direction of SPCS
• Significant exposure to a wide range of business leaders and executives, positioning yourself for an impactful career at Schwab
• Build relationships across IS, AS and beyond, enabling a strong understanding of Schwab’s wealth management capabilities for SPCS, positioning you as a subject matter expert

What you are good at:

• Developing an in-depth understanding of the ways Schwab serves SPCS clients, and key ways we can improve the quality of products and services
• Defining impactful business strategies for Schwab’s affluent client segment, including strategic roadmapping
• Planning and executing large, complex projects
• Documenting relevant business stories to communicate business strategies and recommendations
• Execute on business strategy, leading and supporting project initiatives, including client and rep experiences (e.g., new product, learning & development content, etc.)
• Partnering with key stakeholders, and hearing and synthesizing feedback, to develop and document a business or strategic concept (e.g., into a PowerPoint deck)
• Socializing business ideas and recommendations to audiences of all levels
• Maintaining perspective on strategic implications of key developments in the external environment, industry trends, and competitor actions

• 5 years of work experience
• 2+ years of experience in strategy
• Bachelor’s degree
• A client-centric mindset – keeps client needs at the forefront of decisions, connects plans and actions to our purpose of serving clients
• Superior analytical and problem-solving skills – able to conduct complex quantitative analysis and distill insights from analyses and identify second order implications, creativity in problem solving, and attention to detail
• Exceptional written and verbal communication abilities – demonstrated experience developing materials and presenting to executive audiences
• Comfort dealing with ambiguity in a dynamic and fast-moving work environment
• Ability to manage multiple projects that vary in scope and complexity
• Strong sense of urgency and proactive approach
• Expert proficiency in PowerPoint and Excel