Director, myQ Platform Leader (PL)

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. 

The Operational Services organization at Schwab partners with teams across the firm to deliver on service promises to Schwab clients. We are responsible for best-in-class service, protecting and safeguarding the assets of the firm and our clients, all while increasing scalability and efficiency.

Within Operational Services, this role sits within the Operations Transformation Organization as part of the Transformation Solutions Platforms (TSP) team, a cross-functional group driving transformation across Operational Services and the broader firm through platform strategy, workflow tooling, and scalable process change.

TSP also executes Schwab’s Smart Processing strategy, which is at the center of Schwab’s sustainable competitive advantage. Smart Processing requires end-to-end, ecosystem strategy, vision, planning, and execution. When executed well, it drives tangible near-term benefits for Schwab and our clients, including greater scale via increased levels of automation and straight-through processing, greater transparency into service and operational requests, and more efficient and personalized service.  Smart Processing also drives our long-term strategy through creation of data assets that will power AI and Machine Learning applications leading to even greater scale, personalization, and speed to market for Schwab’s next generation of products and features.

Brief Description of Role:

The myQ Platform Leader is accountable for end-to-end platform stewardship of myQ. Schwab’s centralized case management and operational workflow platform. This leader sets platform vision and strategy, balances platform health and modernization with delivery of enterprise priorities, and partners across Operations, Advisor Services, Investor Services, and Technology to ensure reliable task routing, workflow execution, and transparent performance and SLA outcomes at scale.

Key Responsibilities:

• Own full lifecycle accountability for myQ functionality, design, enhancement, and ongoing platform viability, including ownership of Pega RPA capabilities and the automation pipeline aligned to myQ workflows.
• Ensure myQ operates as the core operational tool for routing and workflow management across processing.
• Enable and evolve business rule management, skills and urgency based routing, and standardized SLA models to ensure work is prioritized and assigned appropriately.
• Partner with business leaders to define and monitor performance outcomes, operational KPIs, and SLA visibility, drive transparency through forums and recurring communications.
• Balance platform stability and resilience with modernization and strategic roadmap delivery; make tradeoffs explicit and data-driven when demand exceeds capacity.
• Coordinate end-to-end solutioning across upstream/downstream integrations and dependencies (e.g., operational domains and enterprise systems) to ensure seamless workflow execution.
• Drive a strong control environment for the platform (risk, audit readiness, release governance, and compliance with internal policies).
• Set an ambitious and clear platform vision, business objectives, and strategy and translate it into roadmaps and quarterly delivery plans.
• Build momentum for the platform vision with senior leadership; influence and align executive stakeholders on priorities, funding, and outcomes.
• Lead major components of platform evolution with Technology partners, including strategy, team structure, skills, solution design, and platform health and stability.
• Organize and lead multi-discipline, multi-level teams to deliver exceptional results; hire, coach, and develop high-performing teams and establish effective rituals and collaboration points.
• Own intake and prioritization across projects, capabilities, maintenance/tech runway, and platform health; proactively manage dependencies, risks, and escalations.
• Drive cross-functional alignment across business, product, architecture, delivery, and technology teams to deliver interlocked solutions and reusable capabilities.
• Establish/strengthen vendor and partner relationships (as applicable) to advance platform strategy and delivery.

What you have

• Proven platform leadership experience owning strategy, roadmap, and outcomes for an operational enterprise platform or product.
• Strong client-first, problem-solving mindset with the ability to operate in a complex, matrixed environment and drive decisions amid ambiguity.
• Demonstrated ability to build credibility, influence stakeholders at multiple levels, and align cross-functional teams without direct authority.
• Experience leading multi-discipline teams and driving delivery through Agile planning and execution.
• Strong analytical and communication skills, including the ability to translate between business process needs and technical delivery realities.
• Experience operating in a controlled environment (risk, audit, release governance, operational resilience).
• Experience with case management and workflow platforms (e.g., Pega), including Pega RPA/robotic automation, and/or large-scale operational workflow ecosystems.
• Experience partnering closely with Technology leadership on platform architecture, modernization, and production support models.
• Financial services experience, especially within Operations servicing and processing environments.
• Demonstrated success establishing operating cadences (governance forums, KPI reviews, roadmap transparency) that improve alignment and predictability.