Senior Manager, Client Experience & Platform Solutions - Project & Program Management

Your Opportunity

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 that, when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm, and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.

The mission of this organization is to deliver integrated platform and service experiences that support client outcomes, business growth, efficiency, and scale. Teams work across digital and service capabilities to ensure the experience continues to evolve with client and business needs.

Within Client Experience & Platform Solutions, this Senior Manager leads a portfolio of complex projects and recurring programs that improve readiness, strengthen employees and client experiences, and enable disciplined execution. The role connects business strategy, governance, change readiness, and implementation to help teams adopt and sustain change.

What you’ll do:

The Senior Manager, Project & Program Management leads complex, cross-functional projects and ongoing programs from intake and assessment through implementation, sustainment, and continuous improvement. This role represents client and employee needs while partnering across business, product, technology, risk, and enablement teams.

The role manages a mix of strategic initiatives and recurring business-readiness programs including Advisor Services Program Office (ASPO) intake and impact assessment, InvestInU learning coordination, Year-End and Tax Season readiness, and other emerging priorities. Success requires sound judgment, influence, and ownership, with the ability to shape priorities, clarify trade-offs, provide informed recommendations, and translate ambiguous needs into measurable outcomes and sustainable capabilities.

Responsibilities include:

• Lead complex, cross-functional projects and recurring programs from intake through implementation, adoption, sustainment, and continuous improvement.
• Translate business strategy and stakeholder needs into clear priorities, roadmaps, success measures, and executable plans.
• Establish program governance, decision frameworks, and operating rhythms that support accountability and timely execution.
• Coordinate assessments to identify impacts across client and employee experience, process, capacity, communications, learning, technology, and risk.
• Facilitate stakeholder discussions that clarify decisions, ownership, dependencies, risks, and escalation needs.
• Partner across business and enablement teams to align execution with organizational capacity and intended outcomes.
• Use data, feedback, and business measures to evaluate progress, surface barriers, and recommend improvements.
• Develop executive ready updates, recommendations, decision materials, and transparent status reporting.
• Build scalable processes, tools, and transition plans that improve consistency, continuity, and adoption.
• Influence leaders and partners without direct authority to drive alignment, decisions, and measurable results.

What you have

• Demonstrated experience leading complex projects and recurring programs in a large, client-facing organization.
• Strong program-management capability across strategy, prioritization, planning, governance, execution, implementation, and sustainment.
• Ability to create clarity from ambiguity by defining outcomes, decision rights, roles, milestones, dependencies, and measures of success.
• Experience coordinating cross-functional partners across business, service, product, technology, risk, communications, learning, and leadership teams.
• Advanced facilitation and stakeholder-management skills, including the ability to resolve competing priorities, drive decisions, and reinforce accountability.
• Practical change-management expertise focused on readiness, communication, learning, adoption, reinforcement, and feedback.
• Strong analytical judgment and the ability to translate data, feedback, and business impacts into actionable recommendations.
• Excellent written and verbal communication skills, with the ability to synthesize complex information for executives, project, and frontline audiences.
• Ability to manage multiple priorities with adaptability, sound judgment, attention to detail, and a focus on business outcomes.
• Proficiency with collaboration, analysis, presentation, and workflow tools; experience with dashboards or automation is beneficial.
• Working knowledge of continuous-improvement methods; relevant certification is preferred.
• Experience in financial services or a related client-service environment is preferred.
• BA/BS degree or equivalent practical experience.
• Proficiency with Microsoft 365 collaboration and analysis tools, including Excel, PowerPoint, Teams, Forms, and Loop; experience with dashboards, workflow tools, is beneficial.
• Experience with SharePoint, Power BI, or similar tools, with the ability to leverage technology to streamline, enhance, and scale program processes.
• Track record of building sustainable capability through knowledge transfer, coaching, and reusable practices.
• Ability to apply a fresh perspective to improve effectiveness, strengthen cross-team connectivity, and advance existing ways of working.

You demonstrate these behaviors:

• Client and employee advocacy
• Strategic thinking and enterprise perspective
• Ownership, accountability, and sound judgment
• Clear decision-making and prioritization
• Influence and collaborative leadership
• Curiosity, adaptability, and creative problem solving
• Operational discipline and continuous improvement
• Focus on measurable outcomes, adoption, and sustainability