Director, CS&S Participant Services_RPS

Your Opportunity

Director, CS&S Participant Services – RPS (PL)

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, a preferred candidate for this role has been identified.

Our Opportunity

Charles Schwab has been a trusted leader in financial services for more than five decades, guided by our purpose to champion every client’s goals with passion and integrity. We are committed to delivering exceptional experiences through industry-leading service, technology, products, people, and advice.

Client Service & Support (CS&S) is the primary service arm for Schwab clients. Within CS&S, Participant Services – Retirement Plan Services (RPS) supports retirement plan participants through highly regulated, complex, and mission-critical interactions that directly impact financial well-being. The organization plays a vital role in delivering Through Clients’ Eyes service while protecting participants, plan sponsors, and the firm.

The Director, CS&S Participant Services – RPS provides senior leadership and oversight of a large, multi-site Participant Services organization operating across extended service hours. This role is accountable for leading leaders, driving operational and risk outcomes, and advancing strategic and transformational initiatives that enhance participant experience, strengthen risk management, and support scalable Workplace growth.

The Director partners broadly across CS&S, Workplace Services, and the enterprise to ensure alignment with corporate priorities and consistent execution of Schwab’s service, supervision, and risk standards.

Leadership & Organizational Oversight

• Provide leadership and overall ownership of the CS&S Participant Services – RPS organization, ensuring alignment to CS&S and enterprise priorities.
• Lead, coach, and develop a team of senior leaders and managers with accountability for service performance, employee engagement, risk management, and talent outcomes.
• Own operational performance across service, capacity, quality, supervision, and risk metrics, holding leaders accountable for results and control effectiveness.
• Ensure effective leadership coverage across extended service hours, including overnight and weekend operations, as needed.

Strategic Execution & Transformation

• Serve as a change leader, guiding the organization through enterprise, CS&S, and Workplace strategies with clarity and discipline.
• Translate enterprise and CS&S priorities into actionable roadmaps for RPS Participant Services, driving disciplined execution and sustained outcomes.
• Lead and support transformation initiatives that improve scalability, efficiency, and participant experience while ensuring effective change adoption.
• Continuously assess the operating environment to identify opportunities to streamline processes, strengthen controls, and enable future growth.

Participant Experience & Risk Management

• Lead teams to deliver consistent, high-quality Through Clients’ Eyes experiences that build trust and support long-term financial confidence for plan participants.
• Promote a culture of first-contact resolution, extreme ownership, and accountability for participant issues.
• Protect participants, employees, and the firm through strong governance, adherence to policies and procedures, and proactive risk identification and mitigation.
• Balance participant experience, regulatory obligations, and operational risk through sound judgment consistent with Schwab’s risk appetite.

Enterprise Partnership & Influence

• Serve as a senior enterprise partner, building strong relationships and influencing outcomes across Product, Technology, Risk, Legal, Operations, and Client Experience.
• Represent Participant Services in cross-functional and enterprise initiatives, ensuring RPS-specific considerations are understood and incorporated.
• Drive alignment across organizational boundaries to achieve shared business, service, and risk objectives.

People, Culture & Talent

• Foster a culture of service excellence, accountability, inclusion, and engagement through coaching, mentorship, and clear expectations.
• Develop leaders through ongoing feedback, capability building, and process confirmations.
• Build a strong leadership pipeline with clear succession plans for critical roles.
• Model Schwab’s Employee Value Proposition (EVP) and Leadership@Schwab framework while supporting talent attraction, development, and retention.

What you have

Required Experience & Skills

• Active FINRA Series 7, 63 (or 66), and 8 or 9 & 10 licenses.
• Bachelor’s degree or equivalent experience; MBA or advanced degree preferred.
• 10+ years of professional experience, including 5+ years in leadership roles with a demonstrated ability to lead large, complex organizations.
• Proven success developing leaders and building strong leadership teams.
• Demonstrated ability to lead through change, navigate complexity, and drive organizational alignment.
• Strong business acumen with the ability to translate strategy into execution and deliver results through others.
• Highly detail-oriented and process-focused, leveraging KPIs and data to drive performance and continuous improvement.
• Strong influencing skills and the ability to build alignment across organizational boundaries.
• High emotional intelligence, sound judgment, and executive presence.
• Personally and professionally aligned with Schwab’s mission, values, and commitment to client experience, risk management, and inclusion.
• Preferred – Hands-on experience leading Workplace participant and Retail client-facing teams delivering strong business outcomes and differentiated client experiences.