Manager, Technical Client Service

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 onsite in one the specified locations.

The APS Triage team provides SAC technology support to client-facing teams within Advisor Services. As APST Manager, you can quickly adapt to meet business needs and focus on putting our clients first by assisting the team in resolving technology challenges as efficiently as possible.  You will be relied upon to oversee key APST programs and initiatives, including SAC Known Issues management, collaboration with Product Owners, coordinate APST efforts within the Tech Ambassador program, and other projects that support operational efficiency and service delivery through AS technology.

As the APST Manager, you will work closely with the APST Senior Manager and Team Lead to lead APST-owned programs, governance processes, and strategic initiatives. You will maintain relationships with Product Owners and business partners, drive the SAC Known Issues program, coordinate APST participation in the Technology Ambassador program, and identify opportunities to improve communication, documentation, and operational effectiveness. Success in this role requires strong organizational and communication skills, the ability to build effective partnerships, manage competing priorities, and drive initiatives forward while adapting to changing business needs.

Responsibilities Include:

• Partner with the APST Senior Manager to coordinate cross-functional efforts, manage project dependencies, and drive successful execution of APST programs and initiatives
• Representing APST and the Service Organization in critical incident remediation through active triage channels such as Techlines 
• Identify trends within APST workflows and provide recommendations to improve process efficiency, communication, and operational effectiveness
• Effectively communicate with internal business partners and APS Leadership during critical incident remediation to ensure all parties are kept informed
• Assist APS and Service in Teams chats to provide guidance, triage potential issues, and reduce client impact through quick identification and escalation of unexpected technical behaviors
• Act as SME for APST regarding troubleshooting and SAC Product Knowledge
• Attend, actively participate, advocate for team and users, and present in various partner collaboration calls
• Identify learning opportunities, build content, and present in AS Tech Ambassador meetings, APS IIU trainings, APS Huddles, and more
• Coordinating APST contributions within the Tech Ambassador program, managing enrollment, presenting in monthly TA meetings and TA onboarding sessions
• Manage the SAC Known Issues program, partnering with Product teams to track issue progress, communicate updates, and improve visibility of known technology impacts

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:

• Enthusiasm for technology and supporting internal and external clients in a fast-paced environment, delivering exceptional client experiences
• 3+ years of technology support experience (SAC or equivalent)
• 1+ years of production support experience, including troubleshooting, incident response, escalation management, and cross-functional collaboration
• Deep expertise in Schwab Advisor Services custody and wealth management platforms, including third-party integrations and complex issue resolution

Preferred:

• Strong analytical and problem-solving skills with the ability to research issues, think strategically and deliver effective solutions
• Excellent organizational, communication, and relationship-management skills, with the ability to prioritize work, operate independently, collaborate across teams, and consistently deliver results under pressure

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