Schwab Technology Services (STS) enables the future of how clients manage their money by providing innovative and reliable technology products and services as part of our ongoing commitment to democratize access to investing and financial planning. The Senior Manager, IT Program Management (individual contributor) is responsible for establishing and leading disciplined program management practices that help Schwab successfully plan, execute, operationalize, and realize value from authentication solutions and fraud controls. This role brings strong IT program management discipline to ensure initiatives are well-prioritized, well-communicated, measurable, and effectively governed from planning through execution and post-launch optimization

Key Responsabilities

This leader will serve as a connective partner supporting Intake and many different channel partners to ensure new capabilities are understood, ready for use, measured, and continuously improved after launch. The role will translate product and technology strategy into program roadmaps, leadership reporting, enablement materials, adoption metrics, and issue-resolution routines. The Senior IT Program Manager will:

• Practice the IT program management operating model utilizing best practices for intake, prioritization, readiness planning, launch support, adoption monitoring, reporting, risk tracking, and ongoing optimization
• Lead program-level planning and execution across multiple initiatives, ensuring clear scope, timelines, dependencies, milestones, risks, issues, decisions, and success measures
• Partner with channel leaders to understand business needs, operational impacts, employee readiness, client friction, adoption barriers, and delivery risks across web, mobile, service, branch, advisor, and internal support experiences
• Support governance, communications, and executive reporting that provide transparent visibility into initiative health, delivery progress, adoption outcomes, risks, issues, and decision needs at a macro and micro level
• Ensure delivery plans include clear success measures, communications, training, change management, escalation paths, and feedback mechanisms before and after launch
• Use data, partner feedback, production insights, Copilot-enabled analysis, and program reporting to identify adoption gaps, operational pain points, client experience opportunities, and opportunities to improve scale, resiliency, productivity, and business outcomes
• Champion practical and responsible use of Microsoft 365 Copilot, GitHub Copilot, and approved AI-enabled tools to improve program planning, meeting effectiveness, documentation quality, reporting, backlog preparation, communications, and team productivity
• Program Management Strategy: Defines the vision, operating model, and success measures for disciplined IT program management that improves adoption, readiness, and value realization for enterprise capabilities
• IT Program Management Discipline: Lead complex, cross-functional technology programs with strong planning, governance, dependency management, risk and issue tracking, stakeholder alignment, and delivery follow-through
• Prioritization and Intake Management: Create structured intake, prioritization, and trade-off routines that help leaders make clear decisions based on business value, risk, capacity, client impact, regulatory needs, operational readiness, and strategic alignment
• Reporting and Executive Visibility: Build concise, accurate, and actionable reporting for leadership, including status updates, milestone tracking, risks, issues, decisions, adoption metrics, value realization, and program health indicators
• Communications Leadership: Communicate clearly and proactively through written updates, presentations, meeting materials, decision logs, status reports, and stakeholder communications that simplify complexity and drive action
• Copilot and AI-Enabled Productivity: Use approved Copilot and AI-enabled tools effectively and responsibly to accelerate synthesis, documentation, action-item tracking, meeting preparation, reporting, analysis, and communication quality while validating outputs for accuracy and appropriateness
• Cross-Functional Orchestration: Connect product, technology, risk, operations, service, branch, advisor, marketing, and PMO partners around a clear plan for launch readiness, change management, delivery execution, and post-launch support
• Partner Enablement: Translate complex product and technical capabilities into practical guidance, training inputs, communications, playbooks, and decision support that help business and operational partners confidently support clients and employees
• Operational Discipline: Create structured routines for intake, prioritization, escalation, issue resolution, measurement, governance, and continuous improvement so program needs are visible, actionable, and aligned to enterprise priorities
• Data-Driven Outcomes: Use adoption metrics, client feedback, employee feedback, service drivers, production trends, program data, and operational insights to identify friction, quantify impact, and recommend improvements.To ensure we fulfill our promise of challenging the status quo, this role requires a leader who can create clarity, build trust, drive disciplined execution, and deliver measurable outcomes across multiple technology programs and partner groups

Required Qualifications:

• 7+ years of experience in IT program management, product management, client experience, operations, business readiness, change management, or related technology delivery roles
• Demonstrated experience leading complex cross-functional initiatives across product, technology, operations, risk, service, business partners, and senior leadership stakeholders

• Strong program management discipline, including scope definition, roadmap planning, schedule management, dependency tracking, risk and issue management, decision tracking, status reporting, and executive communication

• Demonstrated ability to prioritize competing work, manage intake, make trade-off recommendations, and align stakeholders around capacity, value, urgency, risk, and business impact

• Experience creating clear reporting and communications for leadership, including concise written updates, executive-ready presentations, meeting materials, decision logs, action-item tracking, and program health reporting

• Experience using data and qualitative feedback to identify adoption barriers, operational risks, client friction, delivery constraints, and improvement opportunities

• Proficiency with Microsoft Office tools, Teams, SharePoint, Excel, PowerPoint, Word, Outlook, Jira, Confluence, and related collaboration and delivery tools

Preferred Qualifications:

• Bachelor’s degree or equivalent work experience

• Experience supporting authentication, identity, fraud, digital access, client protection, AI-enabled delivery, or regulated financial services capabilities

• Experience leading IT programs that use Agile, Waterfall, or hybrid delivery methodologies

• Experience building or improving governance routines, operating models, PMO practices, reporting frameworks, or centers of excellence

• Strong understanding of Schwab digital, service, support, branch, advisor, and operational partner experiences

• Experience with Rally, Microsoft 365 Copilot, GitHub Copilot, or other approved AI-enabled productivity tools, including practical use for planning, reporting, documentation, analysis, and communications

• Exceptional stakeholder management and influencing skills, with the ability to align senior leaders and partners around shared priorities and decisions

• Demonstrated ability to simplify complex issues, communicate trade-offs, and drive decisions in ambiguous or fast-moving environments

• PMP, Certified Scrum Master, Certified Scrum Product Owner, SAFe, change management certification, or related agile/program management certification

 In addition to the salary range, this role is also eligible for bonus or incentive opportunities.