Managing Director, Business Management_Customer Service & Support
Your Opportunity
Your opportunity
Managing Director, Business Management—Customer Service & Support
Client Service & Support (CS&S) is the primary service and trading arm for Schwab Investor Services. The vision for CS&S is to provide exceptional and scalable client service across all client segments while attracting, retaining, and developing top talent and to delight clients by creating memorable service experiences and by always viewing the relationship through client’s eyes.
The Managing Director, CS&S Business Management, leads forecasting, capacity planning, workforce management, and contact center analytics. This leader drives service performance, operational efficiency, and resource optimization through disciplined planning, process improvement, and appropriate use of automation.
Key Outcomes:
- Set and execute the enterprise workforce management strategy for CS&S, including demand forecasting, capacity planning, staffing, scheduling, real-time performance, and workforce distribution.
- Build a proactive, data-driven workforce management organization that strengthens operational reporting, analytics, planning discipline, and decision quality.
- Develop a multi-year roadmap aligning workforce capabilities, location strategy, process improvement, and automation with evolving client and business needs.
- Translate contact demand, volume drivers, training capacity, labor mix, and service targets into integrated staffing plans, including approximately 1,500 annual hires.
- Partner with business, operations, finance, talent acquisition, and functional leaders to adjust workforce strategies as priorities, demand, and market conditions change.
- Lead quarterly business reviews that surface trends, risks, tradeoffs, and actions required to improve service levels, productivity, and client outcomes.
- Monitor industry practices, competitor activity, client expectations, and market dynamics to inform near- and long-term operating decisions.
What you have
Required Experience
- Extensive leadership experience in workforce management, capacity planning, forecasting, contact center operations, business management, or a related discipline within a large, complex service organization.
- Demonstrated success setting enterprise workforce strategy and translating demand forecasts, service objectives, labor assumptions, and business priorities into executable staffing and capacity plans.
- Strong command of contact center performance drivers, including volume forecasting, scheduling, real-time management, productivity, service levels, workforce distribution, and location strategy.
- Proven ability to lead large-scale operating plans and high-volume hiring strategies, including coordination of recruiting, training, labor mix, and deployment across multiple locations.
- Experience using analytics, scenario modeling, and performance reporting to identify trends, evaluate tradeoffs, influence decisions, and improve client and business outcomes.
- Track record of modernizing processes and capabilities through continuous improvement, technology, and automation while effectively managing operational risk and change.
- Exceptional strategic thinking, business judgment, and organizational leadership, with the ability to establish priorities, build accountability, and deliver measurable improvements in quality, productivity, and efficiency.
- Executive-level communication and influence skills, with demonstrated ability to present complex insights clearly, align senior stakeholders, and build strong cross-functional partnerships.
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
What you are good at
What you have
Required Experience
- Extensive leadership experience in workforce management, capacity planning, forecasting, contact center operations, business management, or a related discipline within a large, complex service organization.
- Demonstrated success setting enterprise workforce strategy and translating demand forecasts, service objectives, labor assumptions, and business priorities into executable staffing and capacity plans.
- Strong command of contact center performance drivers, including volume forecasting, scheduling, real-time management, productivity, service levels, workforce distribution, and location strategy.
- Proven ability to lead large-scale operating plans and high-volume hiring strategies, including coordination of recruiting, training, labor mix, and deployment across multiple locations.
- Experience using analytics, scenario modeling, and performance reporting to identify trends, evaluate tradeoffs, influence decisions, and improve client and business outcomes.
- Track record of modernizing processes and capabilities through continuous improvement, technology, and automation while effectively managing operational risk and change.
- Exceptional strategic thinking, business judgment, and organizational leadership, with the ability to establish priorities, build accountability, and deliver measurable improvements in quality, productivity, and efficiency.
- Executive-level communication and influence skills, with demonstrated ability to present complex insights clearly, align senior stakeholders, and build strong cross-functional partnerships.
Why Schwab?
At Schwab, “Own Your Tomorrow” embodies everything we do! We are committed to helping our employees unleash their potential and achieve their dreams. Our employees get to play a central role in disrupting a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth. We’re a modern financial services firm that stands apart from the industry, where you can go as far as your ambition takes you.
Hear from employees: What’s it like to work at Schwab!
The benefits of working at Schwab : a package designed to empower your health, wealth, career and life. Schwab is committed to building a diverse and inclusive workplace where everyone feels valued.
As an equal employment opportunity employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law. (Please click here to see policy.)
Schwab is also an affirmative action employer, focused on advancing women, minorities, veterans, and individuals with disabilities in the workplace. We believe diversity and inclusion are part of our success as a company and our purpose of serving every client with passion and integrity.