Senior Manager, Strategy & Initiatives – Retail Sales & Service Effectiveness

Your Opportunity

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.

As a company, we were established by Chuck over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all.  As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future.

The Senior Manager, Strategy & Initiatives – Retail Sales & Service Effectiveness is responsible for advancing initiatives that improve the productivity, consistency, and client impact of retail sales teams. This role translates field insights, business priorities, and partner feedback into actionable recommendations, requirements, and implementation plans that support scalable improvements across the retail organization. The Senior Manager will partner closely with cross-functional partners to drive measurable improvements in sales effectiveness and client experience.

Key responsibilities include:

• Serve as the Retail Business Process Owner for key workflows, including the Advice workflow and Specialist Referral process, ensuring business requirements, Sales feedback, and operational needs are captured, prioritized, and addressed in partnership with Digital Rep  and Wealth & Advice teams.
• Advice Workflow – Act as the business owner for the end-to-end Advice process supported by Salesforce. Own business requirements, automated disclosure delivery requirements (ADV2B, Reg BI / Form CRS, DOL BID, SAN ADV2A), MI Framework recommendation requirements, and annual OER-related business updates. Partner with DRS/technology teams on enhancement prioritization and ensure solutions align with business objectives and regulatory requirements.
• Specialist Referral Process – Own the end-to-end business process connecting Sales and Specialists. Lead business requirements gathering and business process design, partner with product management on intake management, and prioritization of enhancements. 
• ADV2B capability & platform transition – serves as the Retail business partner for the ADV2B capability end to end, including the transition to the new delivery platform and coordination of brochure-supplement logic across the Advice workflow, enrollment, and referral paths in partnership with DRS. Compliance, Supervision and others.
• Subject matter expert for related processes including Managed Investing Discovery, Managed Investing Open and Enroll where Advice requirements intersect.

What you’ll do:

• Foster an in-depth understanding of the ways that Schwab sales professionals serve our retail clients, and the key ways in which Schwab can improve the overall experience considering people, process and technology
• Define and execute on business strategy for Advice, Specialist Referrals and other projects aligned to the overall vision and roadmap for Retail Sales & Service Effectiveness
• Plan and manage the execution of work streams for large, complex projects, as well as take full ownership for smaller projects
• Present, persuade, and influence broad set of stakeholders with analysis, strategic direction and implementation recommendations

What you have

To ensure that we fulfill our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required:

• Strong communication – Proven communication and management skills to increase messaging with RST team, workstream & initiative owners & teams.
• Strong relationship builder – Interpersonal skills and teamwork skills to collaborate with counterparts throughout the entire organization.
• Technology Fluency - ability to
• converse with technology and product teams and comfort being part of high level architectural, platform, and delivery conversations. Willingness to learn new tools and self-research to build foundational understanding
• Influential – Strong negotiation skills to align multiple stakeholders (e.g., Program Leads, ELT, etc.)
• A bias for action - the ability to overcome obstacles, tackle challenges creatively, and successfully execute, at times, under tight deadlines. Curiosity for learning the intricacies of the business, systems, and processes is a must

Key Experience:

• 8+ years in financial services, with direct experience in advisory, managed investing, or wealth management business operations.
• Demonstrated capability ownership: managing a business platform or workflow end to end, including requirements, backlog, prioritization, and stakeholder alignment.
• Working fluency with advisory disclosure obligations (Form ADV Part 2A and 2B, Form CRS, Regulation Best Interest, and DOL Best Interest Disclosure).
• Hands-on experience with Salesforce as a business owner or end user/supervisor.
• Proven ability to write business process requirements that development teams can build against, and to negotiate priorities when demand exceeds capacity.
• Experience partnering across Compliance, Supervision, Legal, Risk, and technology organizations to reach decisions rather than escalate them.
• A client/sales consultant-centric focus – keeps clients and sales consultants in forefront of decisions, connects plans and actions to our purpose of serving clients and the field
• Strong executive presence and relationship management skills; ability to influence senior leadership and enroll employee support and engagement

Preferred:

• Bachelor's degree required (MBA a plus); Professional designations and certifications also a bonus
• Personally, and professionally aligned with Schwab’s vision and values, and a deep interest in financial services

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