Director, Electronic Communications Group

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.

Client Service & Support (CS&S) is the primary service and trading arm for Schwab Investor Services. CS&S ECG manages the widest variety of client needs, including basic introduction to tools and products, and understanding essential market dynamics. We emphasize delivering world-class experiences to make the best first impression.

Our mission at Schwab is to champion every client’s goals with passion and integrity. The north star of everything we do in CS&S is Through Clients’ Eyes Service. There is always room for growth and elevating our clients’ experiences by focusing on doing the right things extremely well. Schwab desires to be the easiest place in the industry to do business with, therefore it is incumbent on our teams in CS&S to delight our clients with exceptional experiences in every interaction they have with Schwab.

The Director, CS&S ECG Service provides leadership, strategic direction, and operational oversight of the Electronic Communications Group (ECG). This role is responsible for direct leadership of 5 people leaders and has indirect oversight of 300-400 employees. The Director operates with a business owner mindset, accountable for delivering outcomes across client experience, employee engagement, operational performance, and risk management.

This role includes enterprise ownership of ECG across Core, Trader, Dedicated, and Client Banking Services segments, requiring differentiated strategies to support varying client needs—from high-volume servicing to complex trading support to high-net-worth client engagement. The Director ensures alignment across segments while tailoring service models, talent strategies, and operational approaches to deliver strong and consistent outcomes.

You will pursue our mission and values by:

• Providing leadership that fosters a culture of service, accountability, and ownership, setting clear expectations for performance, behaviors, and results across all ECG segments
• Owning business outcomes across client experience, productivity, employee engagement, and risk, using data and insights to drive decisions, improve performance, and hold leaders accountable
• Developing and executing strategies across Core, Trader, and Dedicated ECG segments, ensuring service models effectively meet the unique needs of each client and employee population
• Leading teams to deliver Through Clients’ Eyes experiences by promoting first-contact resolution and accountability for client outcomes, regardless of complexity or channel
• Building a strong leadership pipeline by coaching, mentoring, and developing leaders, while sponsoring talent beyond the immediate organization to strengthen the broader CS&S bench
• Acting as a strategic leader who anticipates shifts in client needs, market dynamics, and business priorities, guiding teams through change and aligning execution to organizational goals
• Influencing across the organization by partnering with peers, senior leaders, and stakeholders to drive alignment, consistency, and execution of key priorities
• Driving operational excellence by leveraging data to identify opportunities, streamline processes, remove barriers, and improve efficiency at scale
• Leading innovation and change initiatives that improve the client and employee experience while ensuring successful adoption and sustained results
• Protecting clients, employees, and the firm by reinforcing strong adherence to policies and procedures, fostering a proactive risk culture, and partnering across supervision and control functions
• Modeling Schwab’s values and creating an inclusive, high-performing environment that connects day-to-day execution to broader organizational purpose and goals

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:

• Active FINRA Series 7, 63 (or 66) licenses.
• Active FINRA Series 8, or 9 & 10 licenses.

Preferred Skills and Experience:

• 10+ years of work experience, including 5+ years in leadership roles with a proven track record of coaching and developing talent; experience leading large organizations preferred
• Bachelor’s degree or equivalent work experience; MBA a plus
• Demonstrated ability to operate with a business owner mindset, owning outcomes and driving performance across multiple priorities
• Strong capacity to develop, lead, and align teams across varying client segments and service models
• Proven ability to translate complex strategies into actionable plans and execute against defined business objectives
• Strong analytical and operational mindset, using data and metrics to drive performance and continuous improvement
• Skilled in attracting, assessing, and developing top talent and building a sustainable leadership pipeline
• Demonstrated ability to influence at all levels of the organization and drive alignment across cross-functional partners
• Strong emotional intelligence, executive presence, and ability to inspire confidence and followership
• Proven success building strong, authentic relationships with internal and external stakeholders
• Deep commitment to client experience, with a track record of delivering meaningful and consistent results
• Personally and professionally aligned with Schwab’s vision and values, with strong interest in financial services and innovation

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