Sr Team Manager, Retail Knowledge Content

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(s).

At Charles Schwab, we're committed to helping our clients achieve better financial outcomes through seamless and trusted support. The Retail Sales & Service Effectiveness team plays a critical role in that mission by helping our sales and service professionals work more effectively, efficiently, and confidently.

We partner across the organization to translate strategic priorities into practical, field-ready solutions. By bringing together field insights, operational expertise, technology capabilities, and content strategy, we help reduce complexity, improve adoption, and enhance the experiences of both employees and clients.

Within Retail Sales & Service Effectiveness, the AI Field Content Readiness & Retail Knowledge team is shaping the future of how knowledge is delivered to the field. We partner with teams across Schwab to ensure content is accurate, accessible, governed, and ready to support both traditional and AI-powered experiences, including Retail Knowledge Center, Schwab Knowledge Assistant (SKA), Service Rep Assistant (SRA), and future knowledge capabilities.

Our work focuses on:

• Advancing AI-ready content standards and best practices
• Migrating and organizing priority field content within Retail Knowledge Center
• Building scalable governance and validation processes that support trust and accuracy
• Improving content quality, discoverability, and usability
• Enhancing Retail Knowledge capabilities through strong partnerships with business and technology teams

As a Senior Team Manager, Retail Knowledge Content, you will lead the team responsible for day-to-day Retail Knowledge operations while helping influence the future direction of knowledge delivery across the retail organization. This role offers a unique opportunity to combine people leadership, operational excellence, partner engagement, and strategic influence as Schwab continues its evolution toward AI-enabled knowledge experiences.

Primary Accountability

Lead Retail Knowledge Management operations and a team of knowledge professionals while ensuring Retail Knowledge Center remains a trusted, accurate, and effective source of information for field professionals.

What You'll Do

Team Leadership & Operations

• Lead, coach, and develop a team responsible for Retail Knowledge Management operations.
• Manage team priorities, workload planning, staffing, and performance.
• Foster a culture of accountability, continuous improvement, and client-focused execution.
• Ensure consistent execution of knowledge management processes and standards.

Knowledge Management & Governance

• Oversee content publishing, governance execution, and content lifecycle management.
• Maintain knowledge quality, accuracy, and consistency across Retail Knowledge Center.
• Drive scalable processes that support content governance and operational excellence.
• Partner with content owners to improve content effectiveness and usability.

Partner Engagement & Enablement

• Build strong relationships with business, operations, content, and technology partners.
• Help support content migration and AI-readiness initiatives across retail teams.
• Consult with stakeholders to identify opportunities to improve field experience through better knowledge management practices.
• Promote adoption of Retail Knowledge tools, standards, and processes.

Insights & Continuous Improvement

• Monitor content health, search effectiveness, user behavior, and field feedback.
• Leverage data and insights to identify opportunities for improvement and innovation.
• Recommend enhancements that improve knowledge accessibility, discoverability, and user experience.
• Influence future platform capabilities and priorities through operational expertise and field insights.

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: 

• 7+ years of experience in knowledge management, client-facing roles, operations, consulting, product, content operations, or related disciplines.
• Experience working with content management, knowledge management, search, or AI-enabled solutions is preferred.
• Interest in leading teams and developing talent in a fast-paced environment.
• Strong ability to build relationships, influence stakeholders, and drive alignment across multiple organizations.
• Proven success managing complex initiatives from strategy through implementation.
• Exceptional written, verbal, and presentation communication skills.
• Strong analytical skills with experience interpreting data and translating insights into actionable recommendations.
• Comfort working in ambiguous environments and defining structure where none exists.
• Technology fluency with the ability to partner effectively with product and technology teams.
• Bachelor's degree required.

Preferred:

• Financial services experience is preferred.

Why This Role

This role sits at the intersection of knowledge management, content strategy, operations, and AI readiness. You'll have the opportunity to lead a high-impact team, influence the future of how knowledge is delivered to the field, and help shape the foundation that enables trusted AI experiences for Schwab employees and clients.

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