Sr Manager, Workforce Management

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).

We are seeking an experienced Senior Manager – WFO Systems Administration to join our Workforce Optimization team. This role ensures that enterprise administrative systems and processes operate efficiently, reliably, and in alignment with company standards and strategic priorities. The Systems Administrative Senior Leader is responsible for leading and developing a high-performing team of Professionals who provide critical administrative and operational support for all Professionals at Charles Schwab.

The ideal candidate will possess both business and technical savvy, allowing them to partner with Product, Technology, and Workforce Optimization teams, execute and enhance processes, drive automation and reduction of workload, ensure detailed workflows are consistently executed. This individual must be hands-on, flexible in an ever-changing environment and able to work with both technical and business partners, internal and external to Charles Schwab. 

Position Responsibilities: 

• Lead, coach, and develop a team of Professionals to deliver exceptional administrative and operational support
• Create an environment that promotes accountability, innovation, and professional growth
• Set clear goals, monitor performance, and provide consistent feedback and development opportunities
• Develop a strong working relationship with internal & external partners to meet business deadlines
• Partner closely with departmental peers and cross-functional leaders to align system strategies with business needs
• Provide coordination on large strategic and complex projects, with executive visibility and multiple critical dependencies.
• Serve as a trusted partner to internal clients across all divisions, ensuring the administrative needs of all Charles Schwab employees thru SchwabStaff.
• Influencing and leading without formal authority, provide guidance in the areas of provisioning and deprovisioning
• Promoting cross-team and cross-organizational knowledge sharing through forums such as user groups, design reviews, communities of practice, etc.
• Act as a subject matter expert (SME) and escalation point for complex issues, helping to troubleshoot and drive resolutions
• Support the development and execution of product strategies, ensuring alignment with organizational policies and business objectives

The successful candidate must be fully committed to serving the needs of clients, employees, and shareholders.  In addition, the individual must possess strong product management and leadership skills and be passionate about optimizing transparency and communication. 

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:

• 5+ years required experience with product management support and product development cycles within a contact center or call center environment
• Vendor relationship management experience
• Work experience in a Lean Management environment
• Proven ability to connect business priorities to a product roadmap
• Ability to build strong internal and external working relationships
• Enjoy being an inspiring leader who naturally challenges the status quo
• Excellent verbal and written communication skills for technical and non-technical audiences of various levels in the organization (e.g., executive, management, senior leadership, individual contributors)
• A self-starter comfortable with ambiguity, that holds themselves to self-imposed deadlines, outstanding organizational skills and ability to track multiple deliverables with minimal direction that drives outcomes
• Strong detail and process orientation, using data to measure productivity and progress
• Excellent problem-solving and critical-thinking skills
• A passion for innovation, simplification, automation and commitment to the Schwab ecosystem

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