The Digital Integrated and Core Experiences (DICE) organization drives consistent, streamlined digital experiences across Schwab's platforms. Within DICE, the Digital Messaging team owns the platforms, standards, capabilities, and experiences that support secure, scalable, effective client communications.

As the Senior Product Manager, Messaging Experience Strategy (individual contributor), you will work across the entire Digital Messaging product team to identify where messaging can solve business problems and client pain points. You will partner with business stakeholders, client experience teams, product managers, technology, analytics, content, design, operations, risk, legal, and compliance to shape connected messaging experiences across service, subscription, and regulatory communications.

This is a senior individual contributor product role with broad influence. You will define opportunity areas, build and communicate product strategy, align leaders and delivery teams, and help product managers translate strategy into coordinated roadmaps and experiences. Success requires deep understanding of messaging ecosystems and the judgment to determine when messaging is the right solution, what outcome it should drive, and how the experience should work across channels and journeys.

• Define messaging experience strategy across the Digital Messaging portfolio, connecting client needs, business priorities, enterprise strategy, and platform capabilities to a clear vision and actionable opportunity roadmap
• Identify and size high-value opportunities where messaging can reduce avoidable calls and chats, improve task completion, increase engagement, support Net New Assets and revenue growth, and strengthen service and regulatory outcomes
• Lead problem discovery with stakeholders and client experience partners to understand business needs, client pain points, journey friction, current communications, operating constraints, and desired outcomes before recommending a solution
• Determine how messaging should be used across client journeys, including message intent, timing, trigger, audience, channel role, content approach, call to action, escalation, and connection to digital and human experiences
• Partner across all Digital Messaging product managers to align journey, content, decisioning, platform, and delivery channel strategies. Surface dependencies, eliminate duplication, and promote reusable patterns that improve consistency and scale
• Support development of compelling product narratives, business cases, problem statements, experience principles, strategic recommendations, outcome measures, and executive-ready decision materials
• Influence senior leaders and cross-functional stakeholders by clearly communicating client impact, business value, tradeoffs, risks, sequencing, and the rationale behind recommendations
• Establish OKRs, key performance indicators, hypotheses, and learning plans that connect messaging performance to client behavior and enterprise outcomes, including engagement, completion, call and chat reduction, growth, revenue, trust, and risk
• Use qualitative and quantitative evidence, experimentation, client research, market trends, and operational insights to prioritize opportunities and continuously optimize messaging experiences
• Advance proactive, personalized, relevant, actionable, and connected communications across email, SMS, mobile push, Message Center, web, mobile app, and emerging channels
• Collaborate with content and design partners to create clear, accessible, engaging, and brand-aligned communications that help clients understand what happened, why it matters, and what to do next
• Balance client value, business impact, technical feasibility, architecture, compliance, privacy, risk, cost, and enterprise scale when shaping product choices and sequencing work
• Monitor messaging, customer engagement, financial services, and technology trends. Apply relevant insights to challenge assumptions, identify new opportunities, and evolve the product strategy
• Provide strategic guidance, coaching, and reusable frameworks that strengthen product practice and messaging fluency across the team, without replacing the domain ownership of individual product managers

• Defining complex client and business problems and translating them into outcome-driven product strategies
• Seeing the full messaging ecosystem while connecting decisions across journeys, content, channels, platforms, data, and operations
• Knowing when messaging can solve a problem and when another digital or assisted experience is more appropriate
• Creating clear, persuasive narratives for senior leaders and adapting the message for product, business, technology, risk, and delivery audiences
• Influencing without formal authority, facilitating difficult tradeoff decisions, and building durable stakeholder alignment
• Leading through ambiguity with structured judgment, clear direction, and sustained momentum
• Combining client empathy, business acumen, analytics, and technical understanding to make practical decisions
• Driving consistency and reuse while leaving room for the needs of distinct client journeys and business contexts
• Building trusted partnerships and helping other product managers succeed across shared outcomes

Required Qualifications:

• Bachelor's degree or equivalent practical experience
• 8+ years of experience in product management, digital product strategy, client experience strategy, customer communications, or a related discipline
• Demonstrated experience defining product vision, strategy, roadmaps, measurable outcomes, and prioritization for complex digital products or cross-functional capabilities
• Experience identifying opportunities from client pain points and business needs, then leading discovery and alignment through recommendation and delivery
• Proven ability to lead cross-functional initiatives and influence senior leaders across business, product, technology, analytics, design, content, operations, risk, legal, or compliance
• Strong written and verbal communication skills, including executive storytelling, facilitation, decision framing, and communication of tradeoffs, progress, and risk
• Demonstrated ability to use qualitative and quantitative evidence to make decisions, define success measures, and connect product performance to client and business outcomes
• Experience working across multiple products, teams, or journeys where alignment, dependency management, and shared standards are critical
• Working knowledge of agile and lean product practices, including discovery, experimentation, roadmap development, backlog prioritization, and outcome measurement
• Ability to operate effectively in loosely structured, high-visibility, or uncertain environments while providing clarity and maintaining momentum

Preferred Qualifications:

• Experience with messaging ecosystems and customer engagement platforms, including Salesforce Marketing Cloud or comparable messaging, journey orchestration, decisioning, or campaign platforms
• Experience building or managing creative, engaging client communications across email, SMS, mobile push, Message Center, web, or mobile app experiences
• Experience with service, regulatory, subscription, and promotional messaging in financial services or another regulated industry
• Knowledge of journey orchestration, event-driven communications, triggers, segmentation, personalization, preferences, content management, templates, experimentation, and messaging measurement
• Experience connecting messaging to outcomes such as task completion, call or chat reduction, digital adoption, acquisition, Net New Assets, revenue, retention, or operational efficiency
• Familiarity with accessibility, privacy, consent, compliance, risk, and governance considerations for client communications
• Experience using analytics, client research, or voice-of-client insights to optimize communications and identify new product opportunities

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