MD of Retail Technology, Service Availability and Engineering

The Managing Director, Retail Technology, Service Availability and Engineering wil lead enterprise production support, resiliency, and reliability engineering across Schwab’s most critical client-facing platforms. This leader will define and execute the future-state SAvE operating model, standardizing tools, processes, service ownership, and engineering practices across retail technologies to improve service stability, reduce operational toil, and strengthen end-to-end accountability. The role is central to advancing Schwab’s resiliency, automation, and AI-driven operations strategy, transforming a fragmented production support environment into a unified, scalable reliability engineering function.

• Define and implement a unified SAvE/SRE operating model, establishing consistent standards, guardrails, tools, and service ownership practices for production support and resiliency.
• Ensure end-to-end service stability across critical client and transaction platforms, where performance directly impacts client experience, revenue, regulatory exposure, and enterprise risk.
• Lead large-scale workforce transformation by building a scalable follow-the-sun model, advancing Schwab India capabilities, and optimizing the mix of FTE, contractor, offshore, and vendor resources.
• Build a high-performing, engineering-led organization with deep expertise in resiliency, automation, AI-enabled operations, SRE practices, and continuous improvement.
• Reduce operational toil and improve time to detect, respond, restore, and prevent service disruptions through automation, standardization, observability, and disciplined incident management.
• Partner with STS LT, RBCT leadership, application teams, infrastructure partners, vendors, and platform owners to align resiliency priorities, investment trade-offs, and execution across the enterprise.
• Serve as a senior escalation leader for major incidents, mobilizing cross-organizational teams, driving executive communication, and ensuring disciplined follow-through on remediation and prevention.
• Strengthen operational rigor and audit alignment across high-risk platforms supporting key business transactions, client trust, financial outcomes, and regulatory obligations.
• Strong financial and operational management skills, with demonstrated success balancing competing priorities, directing technology investments, optimizing third-party partnerships, and delivering measurable business outcomes.

• Executive-level technology leadership experience with the ability to set strategy, define operating models, and lead large-scale engineering and production support organizations in complex, highly regulated environments.
• Deep understanding of service availability, resiliency engineering, production operations, incident management, observability, automation, and site reliability engineering practices across mission-critical platforms.
• Strong business and risk acumen, with demonstrated ability to connect technology performance, operational resilience, client experience, regulatory obligations, financial outcomes, and enterprise risk management.
• Proven ability to lead through ambiguity, influence senior stakeholders, and align cross-functional teams around shared priorities, investment decisions, and enterprise-wide execution.
• Demonstrated talent leadership capability, including building high-performing teams, developing senior leaders, strengthening engineering culture, and leading workforce transformation across domestic, offshore, vendor, and contractor models.
• Exceptional communication and executive presence, with the ability to brief senior leadership, manage high-severity escalations, translate complex technical issues into business impact, and drive disciplined follow-through.
• Operational discipline and continuous improvement mindset, with experience standardizing processes, reducing toil, improving reliability metrics, and scaling modern engineering practices across diverse technology portfolios.

• Experience leading enterprise-scale technology operations, production support, service availability, or reliability engineering functions supporting client-facing, transaction-intensive platforms.
• Track record of designing and implementing modern SRE, service management, resiliency, or production engineering operating models across distributed technology organizations.
• Experience managing high-risk, high-visibility production environments where service performance has direct implications for client trust, revenue continuity, regulatory expectations, and executive stakeholder confidence.
• Background leading major incident response, executive communications, post-incident remediation, and systemic prevention efforts across application, infrastructure, vendor, and business teams.
• Experience transforming global delivery models, including building offshore capabilities, optimizing vendor and contractor ecosystems, and creating scalable follow-the-sun support structures.
• Demonstrated success partnering with senior technology, business, risk, compliance, and operations leaders to prioritize reliability investments, resolve enterprise dependencies, and advance strategic transformation agendas.
• Experience modernizing operational capabilities through automation, AI-enabled operations, observability platforms, tooling rationalization, process standardization, and measurable reliability improvements.
• Experience establishing executive-level service governance, operational metrics, reliability scorecards, and performance frameworks used to drive accountability across large technology organizations.