Director, CS&S Dedicated Electronic Communications

Your Opportunity

Director, CS&S ECG Service

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. 

Your Opportunity

At Schwab, you’re empowered to make an impact—on your career, your people, and the clients who place their trust in us every day. Client Service & Support (CS&S) is the primary service and trading arm for Schwab Investor Services, and the Electronic Communications Group (ECG) plays a critical role in delivering scalable, high‑quality service through chat and email channels. As client expectations continue to rise—particularly among affluent and high‑net‑worth clients—ECG sits at the intersection of client experience, risk discipline, and operational excellence.

As Director, CS&S ECG Service, you will lead a large, licensed, multi‑geographic organization through multiple layers of management. Your influence will shape how sophisticated client needs are met through electronic channels, how leaders are developed as coaches, and how service models evolve to support long‑term client trust and loyalty. You’ll own the end‑to‑end client and employee experience for ECG interactions, balancing service quality, workforce readiness, and holistic risk management while staying deeply anchored in Schwab’s purpose to see the world through clients’ eyes.

In this role, leadership shows up through clarity, presence, and accountability. You’ll cultivate a high‑performance, high‑trust culture by setting clear expectations, coaching leaders at every level, and reinforcing extreme ownership—ensuring complex client needs are resolved with precision, advocacy, and follow‑through regardless of channel or complexity. Through close partnership with CS&S peers and enterprise stakeholders, you’ll help modernize operating models, align staffing and capability strategies, and guide the organization through change while maintaining service continuity and strong risk discipline.

This is an opportunity to lead at scale, influence enterprise outcomes, and leave a lasting mark on how Schwab serves its most sophisticated clients—while continuing to grow as a leader who inspires others to own their tomorrow.

Scope & Leadership

• Enterprise leadership responsibility across a large, licensed ECG organization with multiple direct‑report managers and broad indirect teams
• Ownership of service quality, leader capability, workforce readiness, and client outcomes across electronic service channels
• Accountability for aligning ECG service delivery with enterprise service models supporting affluent and high‑net‑worth clients
• Active partnership with risk, workforce, technology, and service leaders to drive consistent, scalable outcomes

What you have

Required Qualifications:

• Active FINRA Series 7 and Series 63 (or Series 66) licenses
• Active FINRA Series 8 or Series 9 & 10 licenses
• Director‑level leadership experience within financial services, with demonstrated success leading leaders and developing talent across performance levels
• Experience leading large, client‑facing organizations with a strong focus on service excellence, risk management, and employee engagement
• Proven ability to coach and mentor managers, building accountability, adaptability, and continuous improvement into daily operations

Preferred Qualifications:

• 10+ years of professional experience, including 5+ years in leadership roles guiding large, multi‑geographic teams
• Strong business judgment and structured problem‑solving skills, applied to evolving service and operating models
• Ability to translate complex strategies into scalable, executable service experiences
• Exceptional client focus, with experience building trust and credibility with sophisticated or high‑net‑worth client populations
• Executive presence and emotional intelligence to influence across organizational boundaries and lead through change