Manager, Project Manager
Your Opportunity
Your opportunity
At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us challenge the status quo and transform the finance industry together. 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).
Schwab Advisor Services supports independent investment advisory firms with custody, trading, technology, practice management, and service capabilities. The Service Excellence team partners with the Service organization to strengthen client experiences by turning voice analytics, quality metrics, and segment-level insights into focused recommendations and practical action plans.
As a Service Excellence Manager, you will serve as a trusted quality consultant to Service leaders, using data to identify trends, uncover root causes, anticipate changing business needs, and shape segment-specific quality priorities. You will communicate clear recommendations to senior leaders, partner with directors and managers to establish goals and track progress, and help leaders translate quality insights into effective coaching, education, and measurable improvement.
Success in this role requires a consultative approach, executive-level communication, sound judgment, and the ability to influence across teams. You will build strong relationships with Service, Training, Enablement, and centralized support partners while helping ensure leaders and new hires understand quality expectations, assessment practices, and the tools and metrics that support a consistent client experience.
We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site 4 days a week in the specified location(s).
Applicants must be currently authorized to work in the United States on a full time basis without employer sponsorship.
What you have
Required Qualifications
- 2+ years of quality assurance program, financial services, service operations, program management, education, coaching, or other relevant experience
- Demonstrated ability to analyze qualitative and quantitative information, identifytrends and root causes, and translate findings into focused recommendations and action plans
- Ability to build trusted partnerships, consult with leaders, influence decisions, and drive measurable progress without relying on direct authority
- Advanced written, verbal, and presentation skills, including the ability to communicate complex findings clearly and succinctly to senior leadership
- Strong organizational and prioritization skills with the flexibility to respond to changing business needs while meeting commitments
- Proficiency with Microsoft Word, Excel, and PowerPoint
Preferred Qualifications
- Knowledge of Schwab Advisor Services, service quality programs, quality metrics, and call-assessment practices
- Experience using voice analytics, quality dashboards, or related tools to evaluate client interactions and monitor outcomes
- Experience developing, socializing, and tracking quality plans, performance goals, or coaching initiatives
- Ability to coach and educate leaders and teams by connecting quality insights to practical behaviors and client outcomes
- A proactive, entrepreneurial approach with a commitment to service excellence, professionalism, creativity, accountability, and continuous improvement
- Ability to collaborate across Service, Training, Enablement, and centralized support teams to align priorities and reinforce consistent quality expectations
In addition to the salary range, this role is also eligible for bonus or incentive opportunities.
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 Qualifications
- 2+ years of quality assurance program, financial services, service operations, program management, education, coaching, or other relevant experience
- Demonstrated ability to analyze qualitative and quantitative information, identify trends and root causes, and translate findings into focused recommendations and action plans
- Ability to build trusted partnerships, consult with leaders, influence decisions, and drive measurable progress without relying on direct authority
- Advanced written, verbal, and presentation skills, including the ability to communicate complex findings clearly and succinctly to senior leadership
- Strong organizational and prioritization skills with the flexibility to respond to changing business needs while meeting commitments
- Proficiency with Microsoft Word, Excel, and PowerPoint
Preferred Qualifications
- Knowledge of Schwab Advisor Services, service quality programs, quality metrics, and call-assessment practices
- Experience using voice analytics, quality dashboards, or related tools to evaluate client interactions and monitor outcomes
- Experience developing, socializing, and tracking quality plans, performance goals, or coaching initiatives
- Ability to coach and educate leaders and teams by connecting quality insights to practical behaviors and client outcomes
- A proactive, entrepreneurial approach with a commitment to service excellence, professionalism, creativity, accountability, and continuous improvement
- Ability to collaborate across Service, Training, Enablement, and centralized support teams to align priorities and reinforce consistent quality expectations
In addition to the salary range, this role is also eligible for bonus or incentive opportunities.
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.