Your opportunityAt 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 are seeking an experienced Sr. Manager, Digital Product Management (individual contributor), to join the contact center experience team to support the management of the full lifecycle of a set of Schwab’s existing contact center products and services and to develop new and enhanced products and services. This role will be primarily focused on AI powered agent assistant applications.The ideal candidate will possess a blend of business and technical savvy; a vision, and a drive that transforms that vision into a reality. You must be hands-on, be able to work with both technical and business partners. You should also have experience managing relationships with external suppliers.You are responsible for the product planning and execution throughout the Product Lifecycle, including: gathering and prioritizing business requirements, defining the product vision, and working closely with business, technology, and customer partners to ensure business value and client satisfaction goals are met. The Sr. Manager’s job also includes ensuring that the product supports the firm’s overall strategy and goals.In this role, the Sr Product Manager will:
Develop a clear product strategy for your set of products and services within the overall the Product Portfolio, ensuring they are positioned correctly in terms of breadth and depth of functionality
Work closely with other Product Managers to create, manage, and maintain the product portfolio roadmap; identifying client and employee pain points, converting them into themes, initiatives, and features and prioritizing them in a quantifiably justified way
Develop a strong working relationship with external vendors and insure they are meeting business needs through their products
Manage one to many large and complex product’s life cycle from inception (including modifications, upgrades and maintenance) through end of life
Develop and maintain lean business cases and outcome-focused roadmaps in partnership with business and technology partners
Provide stakeholders with information on progress and milestones from scrum teams in a clear measurable way that provides visibility to progress
Provide leadership and coordination on large strategic and complex projects, with executive visibility and multiple critical dependencies
Perform and leverage market and user research to further support rationale for product development and positioning
Participate in product review meetings for a given product set ensuring key stakeholders are involved where appropriate
Work with service provisioning, engineering and support teams to ensure that current and planned products are achievable and delivered to market according to the agreed specification
Lead without formal authority, exhibiting and promoting a Lean-Agile mindset and practices
Provide leadership and build a strong team of product owners within your area of responsibility
Mentor and coach less senior product managers
Promote cross-team and cross-organizational knowledge sharing through forums such as user groups, design reviews, communities of practice, etc.
Build strong working relationships with Technology and Business partners to enable cross functional collaboration
Maintain a “pulse” on trends important to our clients and business goals to explore and maximize new solutions that meet needs
What you haveThe successful candidate must be fully committed to serving the needs of clients, employees, and shareholders. In addition, the individual must possess strong product management and leadership skills and be passionate about optimizing transparency and communication.Required Qualifications:
Experience with call routing and cloud-based contact center tools for large-scale contact centers
Strong leadership abilities
Vendor relationship management experience
5+ years required of experience, particularly in product management and product development capacity within a contact center or call center environment
5+ years of experience in agile processes, such as scrum, Kanban, and/or the Scaled Agile Framework (SAFe)
Proven ability to connect business priorities into a product roadmap
Ability to build strong working relationships internally and externally
Excellent verbal and written communication skills for technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
Demonstrated collaborative style, with ability to lead and influence diverse teams
Strong detail and process orientation using data to measure productivity and progress
Excellent problem-solving and critical-thinking skills
Preferred Qualifications:
Bachelor’s or Master’s degree
Strong emotional intelligence/maturity and presence
What’s in it for youAt Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. 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
CO Salary Range: USD $101,000 - $165,000 / YearWhat’s in it for you:At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. 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 planPaid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positionsPaid parental leave and family building benefitsTuition reimbursementHealth, dental, and vision insuranceSchwab is an affirmative action employer, focused on employing and advancing in employment, qualified women, racial and ethnic minorities, protected veterans, and individuals with disabilities in the workplace. If you have a disability and require reasonable accommodations in the application process, contact Human Resources at applicantaccessibility@schwab.com or call 800-275-1281.