Director, Retail Web Channel Management

Charles Schwab Corporation
 Austin, TX

Your Opportunity

Reporting to the Managing Director, Digital Investor Solutions Channel Management, we are seeking innovative product talent to provide senior product leadership for the team responsible for Schwab’s retail web channel. The Director will define and build high scale, high quality platforms able to compete with the best products from the industry and build alignment around vision and strategy to fully integrate planning with other stakeholders from across Schwab. Our goal is to continue to evolve our product offerings via this critical channel.

The product management team is responsible for defining, delivering, and managing the lifecycle of our products. We work, think and approach problems differently than your traditional financial services firm, and we drive to change both how Schwab operates and how the industry serves investors.

Currently, Schwab.com, the primary retail web channel, is the most-heavily used retail channel at Schwab. Leading the retail web team requires precision and scale as we grow client assets and product flows for Schwab. This leader and his/her team define the user experience, details requirements, secures funding and drives digital adoption. He/she will be responsible for leading and aligning experience owners from across Schwab in a coherent and aligned channel experience. The vision, strategy, and roadmaps for this leader’s team directs the work of dedicated Schwab Technology Services (STS) resources responsible for developing and maintaining these capabilities. The individual in this role requires deep knowledge of the technologies delivering wealth management, our risk framework, and Schwab’s retail business lines. The leader needs to balance strategic vision for products, execution, and risk management. This will include driving product strategy, shaping your roadmap and both attracting and developing incredible talent. You will work cross-functionally with leaders from Technology, Digital Services, Investor Services, Corporate Strategy, Operations, and Advisor Services to ensure our products are high scale and quality. You will also work closely with Marketing to ensure our brand and products are well-positioned to prospects, new, and existing clients.

In addition, this role is responsible for partnering with stakeholders across other digital channels who are client- and rep-facing, voice, phone, and human channels to ensure a consistent and connected client experience, regardless how a client chooses to engage with Schwab. This broader responsibility in a highly matrixed environment requires critical collaboration skills in addition to broad vision and leadership. The capabilities in this area will form the basis of how the firm meets our clients’ evolving needs, as clients increasingly use digital channels as their primary form of engagement with Schwab.

The Director is responsible for the retail web channel digital experience for our clients, including:

  • Lead the product teams focused on Retail Web Channel Management, for both Schwab- and TDA-branded channels.
  • Define and implement our Retail Web strategy and drive execution of the strategy, including defining the user experience, detailing requirements, securing funding and driving digital adoption for our >3 million active, unique users of Schwab.com.
  • Lead and align experience owners from across Schwab to deliver an integrated roadmap and delivery plan for the channel, enabling a coherent and aligned channel experience.
  • Ensure these critical and essential digital channels are available and healthy for clients and to solve any issues (execution, technical, experience, etc.)
  • Coordinate across senior leadership to set priorities, jointly plan, formulate strategies, align on budgets and business cases and drive delivery and ongoing operations.
  • Partner with Schwab Technology Services (STS) resources to ensure channel and platform roadmaps are tightly aligned.
  • Balance the priorities and roadmap for managing the channels with both the broader vision for Digital Services and corporate priorities requiring flexibility and close partnership in all aspects of planning, funding, and executing work.
  • Define channel standards and ensure they are managed and enforced through Channel Governance and risk routines.

What you are good at

Strategic Thinking

In a competitive environment where digital disruption is remaking the investment management and brokerage marketplace, Schwab has to accelerate its capacity to innovate along multiple paths to benefit clients. As a result, it will be critical for the new Director to demonstrate their ideation and strategic project management skills by:

  • Explaining specifically how changes in competitors, clients, and market segments affect own business or institution.
  • Translating broad corporate strategies and complex topics into clear, specific objectives and plans for units and individuals.
  • Creating plans addressing specific segments or contrasts local market with other locations or segments.
  • Thinking 2-3 years ahead.

Leading People

The Director will be building, re-engineering and leading both direct and cross-functional teams in order to extend our retail digital platform and internal expertise while also designing and executing on strategic initiatives. Given the matrixed nature of a large organization, the Director should be an able and flexible leader of people who:

  • Collaborates and openly debates with the team to manage projects, solve problems, discuss challenging issues, or learn more about critical issues as a group.
  • Delegates roles thoughtfully to free self to work at a more strategic level.
  • Collaborates with employees to establish clear, challenging performance goals and metrics for the year.
  • Designs a performance management process to monitor projects and deliver results exceeding expectations.
  • Periodically reviews team progress against plans, including beyond the project to the full year or more.
  • Collaborating and Influencing

The Director will need to collaborate across the business lines and with various functional teams as well in order to meet the company’s overall strategic objectives in the digital sphere. This executive will be a consummate communicator who:

  • Negotiates with a genuine give-and-take approach, acting as a true peer where decisions are shared.
  • Spends time identifying all stakeholders necessary and meets or connects with all of them, neglecting no one to shape a collective consensus.
  • Identifies opportunities to build relationships helping others achieve their objectives and reaches out to those people or new people.
  • Excellent presentation skills and proven ability to communicate effectively with all levels of the organization.
  • Results oriented leader with demonstrated change management experience

What you have

  • 10+ years of professional experience with at least 6 years of people and business unit leadership
  • Strong retail digital product management experience at a diversified financial services firm.
  • Experience at a top tier strategic consulting firm and/or diversified financial services firm and/or building out customer solutions in a technology-disrupted client-centric markets strongly preferred
  • Ability to build strong relationships through collaboration across multiple levels of the organization motivating colleagues to get things done effectively; is sought out for counsel and feedback and contributes to cross-functional teams and initiatives.
  • Purpose driven leader who displays confidence and courage in business and talent decisions, actions, and communications with a demonstrated ability to take decisive action when needed including championing ideas, position or dissent.
  • High agility and ability to lead, influence, and deliver results in a fast-paced and highly matrixed environment.
  • Strong technical acumen for digital, emerging, and web technologies.

Why work for us?

Own Your Tomorrow embodies everything we do! We are committed to helping our employees ignite their potential and achieve their dreams. Our employees get to play a central role in reinventing a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth.

Benefits: A competitive and flexible package designed to empower you for today and tomorrow. We offer a competitive and flexible package designed to help you make the most of your life at work and at home—today and in the future. Explore further.

Schwab is committed to building a diverse and inclusive workplace where everyone feels valued. As an Equal Opportunity Employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law. Please click here to see the policy.

Schwab is an affirmative action employer, focused on advancing women, racial and ethnic minorities, veterans, and individuals with disabilities in the workplace. If you have a disability and require reasonable accommodations in the application process, contact Human Resources at applicantaccessibility@schwab.com or call 800-275-1281.

TD Ameritrade, a subsidiary of Charles Schwab, is an Equal Opportunity Employer. At TD Ameritrade we believe People Matter. We value diversity and believe that it goes beyond all protected classes, thoughts, ideas, and perspectives.

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