Sr Manager, CS&S Escalation Support - Client Advocacy

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.

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

The Client Advocacy Team (CAT) is a highly visible and trusted organization within Client Escalation Support (CES) in CS&S, serving as the firm’s central hub for written client complaints. At its core, CAT is built on a deep commitment to doing what’s right for our clients.  We own each issue end-to-end and ensure every voice is heard, acknowledged, and addressed with care. The team manages the intake, documentation, and resolution of escalated written complaints from across Schwab and its affiliates, including matters elevated by Executive Leadership. 

CAT professionals bring a unique blend of empathy, critical thinking, and business judgment, working collaboratively with business partners across the firm to navigate complex situations and deliver meaningful outcomes. By fostering strong partnerships and maintaining a relentless focus on both client experience and risk awareness, the team plays a vital role in strengthening trust, influencing positive change, and driving long-term client loyalty.

As a Client Advocacy Team (CAT) Sr. Team Manager, you will lead a high-performing team of approximately 10–12 Resolution Managers responsible for managing complex, escalated written client complaints across the firm. You will play a critical role in fostering a team culture grounded in accountability, collaboration, and a deep commitment to client advocacy—ensuring every case is handled with care, precision, and a strong sense of ownership. 

This role requires close partnership with key stakeholders, including Legal, Compliance, RSRM, Branch Managers, Regional Market Executives, and Executive / Senior leaders across the organization. Your ability to build trust, influence decisions, and collaborate effectively will be critical in managing complex and often sensitive situations.

Beyond operational leadership, you will be responsible for developing and inspiring your team—coaching professionals, driving engagement, and creating an environment where individuals can grow and thrive. You will set clear expectations, ensure quality and timeliness aligned with SLAs, and continuously look for opportunities to improve processes, mitigate risk, and enhance the client experience.  Success in this role requires a leader who can balance strong business judgment with empathy, proactively identify opportunities for improvement, and lead cross-functional projects and initiatives that drive meaningful outcomes for both clients and the firm.

What you have

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

Required:

• Active FINRA Series 7, 63, and 24 or Series 9 and 10 licenses
• Demonstrated strategic thinking, analytical capability, and strong business acumen
• Must have 5 years of previous leadership experience
• Must have previous CAT experience
• A passion for client advocacy, with a focus on restoring trust and strengthening client relationships
• Exceptional communication skills, with the ability to influence, collaborate, and build partnerships across all levels of the organization
• Strong decision-making and problem-solving skills, with the ability to navigate complex and sensitive situations
• Ability to prioritize effectively and lead within a fast-paced, dynamic environment
• A proactive mindset, with a track record of driving innovation and improving the client experience
• High level of professionalism, integrity, and accountability
• Strong leadership, coaching, and development skills, with a commitment to building engaged, high-performing teams
• Deep understanding of the brokerage or financial services industry
• Proven ability to identify emerging risks and take appropriate, timely action

Preferred Qualifications

• 5+ years of experience in the securities or financial services industry
• 3+ years of leadership experience
• Demonstrated experience managing risk and resolving escalated, high-impact issues
• Well-established network of internal business partners

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