Sr Manager, Analytics Developer

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 on site in the specified location(s).

The Senior Analyst / Developer is a key member of the Retail CS&S Data & Analytics team, responsible for delivering advanced business intelligence solutions, operational analytics, and data-driven insights that support Charles Schwab's Client Service & Support organization. This role combines deep Tableau development expertise, advanced SQL skills, and strong analytical acumen with extensive knowledge of Tier 2 (T2) brokerage operations and the broader Contact Center ecosystem.

The ideal candidate operates as a subject-matter expert and trusted thought partner to senior leaders, independently driving projects from ideation through production delivery while mentoring junior team members. This position requires someone who can translate ambiguous business questions into structured analytical workstreams and deliver insights that influence strategic staffing, customer experience, and operational efficiency decisions.

Key Responsibilities:

Business Intelligence Development

• Design, build, and maintain enterprise-grade Tableau dashboards and workbooks that support CS&S operational reporting, executive visibility, and strategic decision-making.
• Architect scalable dashboard frameworks with advanced calculations, parameters, LOD expressions, and dynamic interactivity.
• Establish and enforce Tableau governance standards including naming conventions, publishing protocols, data source management, and performance optimization.
• Mentor analysts on Tableau best practices, dashboard architecture, and visual design principles aligned with Schwab brand standards.

SQL & Data Engineering

• Write advanced SQL across multiple platforms (Oracle / PODA, Google BigQuery) using window functions, CTEs, complex joins, and performance-tuning techniques.
• Develop and maintain reusable query libraries for call volume, service level, AHT, workforce management, IVR analytics, customer-level reporting and T2 operations.
• Design new metrics, tables, and data transformations to support evolving business requirements.
• Troubleshoot data quality issues and trace data lineage across enterprise data sources (CDW, PODA, GCP).

Analytics & Insights

• Conduct in-depth analysis of Contact Center performance including call drivers, transfer patterns, service level trends, and workforce efficiency.
• Proactively identify trends, anomalies, and business risks before they are surfaced by stakeholders.
• Translate complex data findings into clear, actionable narratives for Director+ and VP-level audiences.
• Support strategic initiatives such as capacity planning, forecast variance analysis, channel migration, and customer experience optimization.

Stakeholder Partnership & Project Delivery

• Serve as a consultative thought partner to senior operations leaders across Tier 2, Trader, Wealth Services, and other CS&S verticals.
• Own full project lifecycle delivery — requirements gathering, scoping, development, testing, governance, and production release.
• Manage competing priorities diplomatically and communicate proactively on timelines, risks, and dependencies.
• Coordinate across CS&S, Data Engineering, Governance, and Technology teams without requiring manager involvement.
• Build long-term stakeholder rapport that ensures analytics is engaged early in business initiatives.

What you have

Required Qualifications:

• 5+ years of professional experience in data analytics, business intelligence, or a related analytical role within financial services.
• 3+ years of hands-on experience supporting Contact Center operations, with a strong emphasis on Tier 2 (T2) brokerage service.
• Expert-level proficiency in Tableau Desktop and Tableau Server — including dashboard architecture, LOD expressions, advanced calculations, data blending, and performance optimization.
• Advanced SQL skills with demonstrated experience writing complex queries across Oracle and/or BigQuery (window functions, CTEs, subqueries, query optimization).
• Deep understanding of Contact Center KPIs: call volume, service level, AHT, ASA, forecast variance, agent adherence, IVR containment, and transfer analysis.
• Proven ability to manage end-to-end project delivery independently — from ambiguous requirements through production-ready output.
• Excellent written and verbal communication skills with experience presenting data-driven findings to Director-level and above audiences.

Preferred Qualifications:

• Experience with Python for data analysis, automation, or scripting (pandas, matplotlib, or similar libraries).
• Familiarity with Google Cloud Platform (BigQuery), PODA/Oracle databases, and enterprise data warehouse environments.
• Knowledge of NICE IEX workforce management systems, IVR platforms, and telephony infrastructure.
• Experience with Schwab's CS&S organizational structure, operational workflows, and reporting hierarchies.
• Exposure to NLP / sentiment analysis, call categorization, or speech analytics.
• Experience building automated reporting pipelines or ETL processes.
• Bachelor’s degree in Computer Information Systems.
• Master of Business Administration.

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