Managing Director, Retail Sales and Service Effectiveness

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, a preferred candidate has been 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.

At Schwab, being the most trusted leader in investment services starts with our people.  As a company, we were established by Chuck over 50 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible, and understandable for all.

As we enter our fifth decade, we are looking for talented, innovative, and driven people.  Our priority is to hire optimistic, results-oriented, curious, and adaptable people with the desire to help our clients and one another succeed.

Managing Director, Retail Sales and Service Effectiveness

The Field Operations team is responsible for designing and implementing strategies, programs and technologies that drive asset and solutions growth through our Retail sales and service channels.  Field Operations supports the evolution of our rep experiences within our service teams and client relationship models, including mass affluent, trader, high-net-worth and ultra-high-net-worth client segments.  The team provides support and insight to deliver best practices, scale, and enhanced sales and service effectiveness across all channels.

The Managing Director, Retail Sales & Service Effectiveness is a senior enterprise leader responsible for maximizing the productivity, consistency, and client impact of Retail sales and service organizations. This role integrates field enablement, sales effectiveness, service experience, and operational strategy to ensure that Retail professionals are equipped, aligned, and empowered to deliver exceptional client outcomes.

This leader connects strategy to execution—translating enterprise priorities, platform investments, and business initiatives into scalable solutions that improve sales performance, elevate service delivery, and simplify the experience for both clients and frontline professionals.

Serving as a key partner to Retail leadership, Product, Platform, and Field Enablement, this role ensures that business investments drive measurable improvements in growth, client satisfaction, and field productivity.

Managing Director, Retail Sales and Service Effectiveness reports to the Managing Director Retail Field Operations.

Key Responsibilities:

• Sales & Service Model Strategy
• Define and lead the strategy for Retail sales and service effectiveness across the enterprise
• Design and continuously evolve end-to-end sales and service models, including client engagement approaches, coverage strategies, and workflow design
• Ensure alignment between growth objectives, client experience, and operational efficiency

• Process Design & Workflow Optimization
• Lead current-state and future-state design of sales and service workflows, identifying and eliminating friction that limits productivity
• Drive standardization and simplification of processes to improve consistency across the field
• Establish scalable operating models that enable professionals to spend more time on client-facing activity

• Voice of the Field & Experience Insights
• Synthesize structured insights from frontline professionals and leaders to identify pain points, opportunities, and improvement priorities
• Translate field feedback into enterprise-level recommendations, business cases, and prioritization decisions
• Ensure that sales and service strategies are grounded in real-world field experience

• Product, Platform & AI Strategy Influence
• Influence product, platform, and AI roadmaps to align with sales and service effectiveness priorities
• Partner with cross-functional teams to define business requirements and advocate for rep-centric, scalable solutions that support end-to-end client engagement
• Ensure tools and capabilities are intuitive, integrated, and drive meaningful productivity gains

• Adoption & Performance Impact
• Drive alignment across strategy, enablement, and field leadership to ensure effective adoption of new processes and capabilities
• Define success measures tied to productivity, adoption, client outcomes, and growth
• Monitor performance and continuously refine strategies to improve results over time

• Integration of Sales & Service Experience
• Ensure seamless integration across sales and service interactions to deliver consistent, high-quality client experiences
• Optimize how sales and service teams work together to deepen relationships, improve retention, and drive growth
• Balance client experience with efficiency and scalability

• Cross-Functional Leadership & Enterprise Influence
• Serve as a senior connector across Field Operations, Sales, Product, Platform, and Client Experience teams
• Influence enterprise prioritization, ensuring investments align to the highest-impact opportunities for the field
• Lead complex, cross-functional initiatives that require coordination across multiple stakeholders

• Organizational Leadership & Capability Building
• Build and lead a high-performing team focused on sales effectiveness, service effectiveness, and workflow optimization
• Develop capabilities in process design, analytics, journey mapping, and performance management
• Foster a culture of innovation, accountability, and continuous improvement

The ideal candidate will possess the following skills:

• Enterprise operator: Focuses on how the business runs, not just what gets delivered
• Client and rep advocate: Designs experiences that work in practice, not just in theory
• Systems thinker: Builds scalable, repeatable models rather than one-off solutions
• Influencer: Drives alignment across senior stakeholders and competing priorities
• Outcome-oriented: Anchors decisions in measurable business impact

What you have

Required Qualifications:

• 15+ years of experience in financial services, sales effectiveness, service operations, strategy, or related fields
• Proven experience leading enterprise-scale transformation or operating model design
• Deep experience influencing product, platform, or process strategy in a complex organization
• Demonstrated success working across highly matrixed environments and influencing senior stakeholders

Preferred Qualifications:

• Strong expertise in retail wealth management and client engagement models
• Experience integrating sales and service functions at scale
• Background in analytics, workflow optimization, or digital transformation
• Track record of delivering measurable improvements in productivity and client outcomes