Sr Manager, Analytics Developer (PL)

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).

We are seeking an entrepreneurial, outcomes-driven Sr. Manager to lead the Automation & Machine Intelligence (AMI) function within CS&S Analytics. AMI focuses on automation-first solutions that improve how CS&S plans, staffs, schedules, and runs service operations—reducing manual effort, improving accuracy, and increasing speed to insight. This role sits at the intersection of service operations and technology: you will partner closely with WFM and operations leaders and adjacent analytics teams, guide a team of technical analysts/developers, and deliver durable automation capabilities across contact center and workforce management workflows.

What you will do:

Lead automation strategy and delivery for CS&S service operations

• Identify high-value manual processes and lead delivery of automation solutions that reduce effort, cycle time, and operational risk (e.g., schedule-related automation, exception reporting, standardized workflows).
• Drive “automation as a product” thinking: intake → triage → build → QA → deploy → support →

Own orchestration / job automation patterns (Farnam, batch, scheduled processes)

• Oversee batch-oriented and scheduled automation work using Farnam/Orca job automation & orchestration patterns where applicable.
• Promote engineering discipline (repeatable templates, logging, validation, and operational support readiness) for automated workflows.

Enable AI-assisted development and modern engineering practices

• Set standards for using LLM code-assist tools (e.g., GitHub Copilot) to accelerate delivery while maintaining quality, security, and reproducibility.
• Own team practices for GitHub-based development (version control, reuse, documentation, and peer review expectations).

Manage work distribution and delivery flow in Jira

• Operate AMI’s intake and work routing using Jira (queue management, prioritization, assignment, and visibility), ensuring partners experience a consistent “front door” and predictable execution.

Partner-facing leadership and “brand” representation

• Represent the brand of CS&S Analytics with partners through crisp communication, predictable delivery, and strong relationship management—building trust across WFM, operations, strategy, and technology stakeholders.

What You’re Good At:

• Turning ambiguous operational pain points into crisp problem statements, then delivering durable automation that measurably reduces manual work.
• Establishing delivery rigor: clear intake, prioritization, decomposition of work, and consistent execution using Jira-based workflows.
• Coaching technical talent while maintaining hands-on technical credibility in automation patterns and AI-assisted development.
• Building partner trust through transparency, reliable delivery, and high-quality outcomes.

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 Qualifications:

• Experience leading teams delivering analytics/automation capabilities that support contact center and/or workforce management operations.
• Demonstrated ability to manage intake, prioritize, and distribute work across a team with strong delivery hygiene using Jira.
• Demonstrated ability to build or oversee automation leveraging enterprise job orchestration patterns (e.g., Farnam/Orca) and modern development practices (GitHub + AI code assist).
• Ability to communicate technical concepts effectively to both operational and technical audiences.

Preferred Qualifications:

Technical skills

• Automation-first development mindset (eliminate manual steps; build repeatable workflows).
• Farnam / Orca job automation & orchestration and/or similar enterprise scheduling patterns; comfort with batch processes and scheduled data movement.
• GitHub (source control, repo hygiene, reuse patterns) and LLM tools such as GitHub Copilot for accelerating development.
• Jira for managing intake, distributing work, and tracking delivery.
• Working knowledge of call center interaction data via tools such as Nexidia or Cresta (querying, extracting, and translating interaction outputs into usable datasets).
• Working knowledge of workforce management data and operational time data from NICE (e.g., intraday schedules, exceptions, time/skill views).
• Limited Tableau usage (only as needed to operationalize or distribute outputs; not the primary focus). You will work closely with a separate reporting team.

Business knowledge

• Deep understanding of Schwab’s business from a service perspective.
• Experience supporting contact centers through capacity planning, scheduling, performance management, scale, and efficiency.

Relationship / influence skills

• Ability to work well with partners and represent the brand of CS&S Analytics with credibility and professionalism.
• Strong stakeholder management across business and technology teams; clear communication and expectation-setting.

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