Director, Sales and Service International

Your Opportunity

Schwab remains committed to providing increased visibility to career growth opportunities and job requirements. This posting announcement is part of increased transparency and while all qualified applicants will be reviewed and considered, this organization has a preferred candidate identified for this role. 

The International organization is responsible for providing a wide array of services tailored to the unique needs of international investors. We engage with clients living outside the U.S.; providing service, value and solutions to help them invest in the U.S. from abroad.We offer global products to investors in the U.S. and abroad to gain access to markets and/or currencies outside the U.S. We provide multilingual services for those clients needing assistance in a foreign language.

Role Summary

We are looking for a Director, International Sales and Service Strategy and Support, to lead a critical team within our organization. In this role, you will be accountable for ownership of our Sales and Service programs for our international business. You will also be responsible for the growth of our Workforce management functions as we look to scale and optimize in our client facing channels.

This Director will support the development and strategic execution of the sales and service experiences supporting key initiatives for International. The Director will build relationships with a wide range of stakeholders at all levels of the organization and across Schwab’s retail business. This individual must be an initiative-taker and a thought leader, approaching issues with a client-first mentality and leading stakeholders through structured decision-making processes. The individual must be able to manage multiple programs, prioritize resources effectively, cultivate strong partnerships, and influence others outside their immediate team to execute decisions made.

Key Responsibilities

• Collaborate closely with IBO team members and key stakeholders to drive sales and service engagement efforts from beginning to end (e.g., defining strategy, tracking initiatives, facilitating handoffs, measuring success)

• Oversight of Sales and Service strategy including change management, training, product roll out, and client communications with a focus on impact to client facing representatives
• Engagement with multiple cross-functional teams, in International and broader Enterprises, to ensure successful activation on strategic initiatives and connecting action items to outcomes. This includes identifying the execution plans, business investment, prioritization, metrics of success and solutions to manage complex dependencies
• Effectively articulating and presenting Sales and Service strategic priorities and implementation plans to a variety of audiences
• Documenting all aspects of projects, including preparing leadership updates, project management documents, process flows, meeting minutes, etc. to ensure project teams run efficiently
• Displaying flexibility and ability to adapt as new information is uncovered and adjust accordingly

• Foster strong relationships with stakeholders, amplify engagement, and ensure needs are met throughout the sales and service process
• Contribute to the culture of the team and how we work; help to establish team norms and processes
• Lead our Workforce management teams to ensure successful implementation of forecasting, scheduling, and other activities to drive client experience wins and where scale and efficiency gains in client facing businesses
• Employee Engagement: Drive initiatives to maintain high levels of employee engagement, motivation, and retention within the team.

What you have

• Problem-solving - identify challenges, analyze viable solutions, and implement the most effective course of action to achieve desired outcomes Sound judgment – Strong critical thinking skills and the ability to manage trade-offs and make decisions with less than perfect information
• Excellent communication – Exceptional written and verbal communication skills, including ability to develop accurate, visually-compelling PowerPoint presentations, author knowledge articles, emails, Teams messages, and other written information for internal audiences
• Initiative-taker – Proactive enterprising spirit, high degree of curiosity with a can-do attitude, and the ability to learn quickly and thrive in a complex, dynamic environment
• Change management – Strong planning and organizational skills, ability to work in both a strategic and executional capacity, and comfort with ambiguity and adapting to change
• Results driven – Autonomously, execute successfully on multiple initiatives within deadlines, despite challenges, and with a high sense of urgency and strong diligence 
• Professionalism – Ability to effectively collaborate with others, prioritize effectively in a challenging environment, display a positive attitude, enthusiasm, and strong work ethic with an elevated level of integrity
• Advanced competency of Microsoft Word, PowerPoint, Excel required
• Experience presenting for all audience levels

• High degree of comfort dealing with ambiguity in a dynamic and fast-moving work environment
• Personally, and professionally aligned with Schwab’s vision and values, and a strong interest in financial services