Sr Manager, Complex Account Team (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).

Client Retention & Negotiated Offers (CRNO) is a specialized business unit within Schwab Investor Services/Client Experience that administers the firm’s Negotiated Pricing Policy. The team serves as a centralized resource and point of escalation in providing objective, consistent, and equitable pricing solutions for Schwab’s high‑value, price‑sensitive clients through the collection, analysis, and interpretation of client financial and behavioral data. As a People Leader, this role is responsible for leading a high‑performing team that consistently delivers strong client outcomes while developing future talent and leaders within CRNO.

The Complex Account / CRNO Sr Manager (PL) is accountable for leading, coaching, and developing a team of Resolution Managers while partnering with Branch, CS&S, Managed Investing Representatives, Trader, Investor Development, and senior leaders across the firm to deliver negotiated pricing solutions. This leader ensures consistent application of pricing policy, sound judgment in complex decisions, and timely, value‑oriented responses that balance client, firm, and shareholder needs.

The Sr Manager is responsible for setting clear expectations, driving performance, managing capacity and workflows, and fostering a culture of accountability, collaboration, and continuous improvement. In addition to personal subject‑matter expertise, the role requires the ability to influence outcomes, develop talent, and represent CRNO with senior leaders. Interaction occurs via email, phone, and in person, with frequent engagement across all levels of the organization, including executive leadership. Responsibilities include:

• Leading, coaching, and developing a team of Resolution Managers, including hiring, onboarding, performance management, career development, and succession planning
• Setting priorities and managing team capacity to ensure service‑level commitments, response‑time targets, and quality standards are consistently met in a high‑volume, fast‑paced environment
• Overseeing all Schwab IS negotiated pricing reviews and approvals, including commissions, margin, managed investing asset‑based fees, cash awards/promotions, and money fund exceptions, while ensuring consistency and policy adherence
• Providing guidance and escalation support on complex or high‑impact pricing decisions, including escalation to senior and executive leadership as needed
• Reviewing and approving complex pricing recommendations, ensuring sound judgment through profitability analysis using the Relationship Pricing Model and Profit/Loss queries
• Partnering closely with senior leaders (MD and above) to provide insight, recommendations, and risk‑balanced pricing solutions for high‑value clients and prospects
• Ensuring the development, accuracy, and ongoing management of negotiated pricing schedules through FLEX and ngOMS
• Driving strong cross‑functional partnerships with CS&S, Managed Investing, Branch network, Finance, Client Acquisition, Marketing, Cash and Margin product owners, Schwab Bank, Escalation teams, and Operations
• Leading team participation in enterprise initiatives and projects, acting as a people leader sponsor and subject matter expert where pricing or exception processes are required
• Coaching team members on client profitability, competitive positioning, and effective communication, strengthening consultative skills and decision quality
• Serving as the primary escalation point for requests that exceed field and team empowerment guidelines and ensuring consistent, well‑documented outcomes
• Championing a culture of continuous improvement, identifying opportunities to enhance workflows, controls, tools, and the overall client and employee experience

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:

• Series 7 & 63 required
• 10+ years’ experience in the brokerage or financial services industry required
• Strong business acumen with the ability to balance risk, policy, and client experience in people‑driven decision environments
• Strong working knowledge of Schwab internal systems, tools, and resources, including the Relationship Pricing Model, Client Profit/Loss model, FLEX Commission System, Revport, Client Central, Knowledge Center, and legacy systems

Preferred Qualifications: 

• Leadership or people‑management experience strongly preferred
• Bachelor’s degree highly preferred
• Demonstrated ability to lead, coach, and develop employees, including providing feedback, managing performance, and driving engagement
• Strong organizational and prioritization skills with the ability to balance people leadership responsibilities with operational demands
• Highly developed problem‑solving skills, including root‑cause analysis, sound judgment, and the ability to quickly learn and apply new information
• Effective time‑management skills and ability to lead a team in a high‑volume, fast‑paced environment
• Ability to communicate effectively and influence outcomes with all levels of the organization, including legal, compliance, and senior leadership
• Highly developed negotiation, critical‑thinking, and decision‑making skills to resolve complex issues in the best interest of clients, shareholders, and the firm
• Proven effectiveness in building, leveraging, and strengthening relationships across teams while delivering outstanding service
• Familiarity with financial modeling, profitability analysis, negotiation strategies, pricing systems, and competitive landscape preferred

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