Sr. Manager-Digital Product 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 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). 

 

We are seeking an experienced Sr. Product Manager (People Leader) to join the Contact Center Experience Team to manage the full lifecycle of a set of Schwab’s existing contact center products and services and to develop new and enhanced products and services.  This role will be primarily focused on AI powered agent assistant applications, acting as a “player coach”. 

The ideal candidate will possess a blend of business and technical savvy; a vision, and a drive that transforms that vision into a reality. You must be hands-on, be able to work with both technical and business partners, and have a passion for developing talent to be the next generation of leaders.

You are responsible for the product planning and execution throughout the Product Lifecycle, including: gathering and prioritizing business requirements, defining the product vision, and working closely with business, technology, customer partners, and vendors to ensure business value and client satisfaction goals are met.

 

What you are good at

• Develop a clear product strategy for your set of products and services within the overall product portfolio, ensuring they are positioned correctly in terms of breadth and depth of functionality
• Work closely with other product managers to create, manage, and maintain the product portfolio roadmap, identifying client and employee pain points, converting them into themes, initiatives, and features and prioritizing them in a quantifiably justified way
• Develop a strong working relationship with external vendors and insure they are meeting business needs through their products
• Provide leadership and coordination on large strategic and complex projects, with executive visibility and multiple critical dependencies
• Perform and leverage market and user research to further support rationale for product development and positioning
• As a player/coach, you will be responsible for setting the standard that the team will strive for
• Developing talent to be the next generation of leaders through promoting growth and coaching to improve work deliverables
• Lead without formal authority, exhibiting and promoting a Lean-Agile mindset and practices
• Promote cross-team and cross-organizational knowledge sharing through forums such as user groups, design reviews, communities of practice, etc.
• Maintain a “pulse” on trends important to our clients and business goals to explore and maximize new solutions that meet needs

What you have

The successful candidate must be fully committed to serving the needs of clients, employees, and shareholders.  In addition, the individual must possess strong product management and leadership skills and be passionate about optimizing transparency and communication.

 

Required Experience

• Bachelor's Degree
• Vendor relationship management experience
• 5+ years required of experience, particularly in product management and product development capacity within a contact center or call center environment
• 3+ years of experience managing teams in a player/coach role
• 3+ years of experience in agile processes, such as scrum, Kanban, and/or the Scaled Agile Framework (SAFe)
• Excellent verbal and written communication skills for technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
• Demonstrated collaborative style, with ability to lead and influence diverse teams with and without authority
• Strong detail and process orientation using data to measure productivity and progress
• Excellent problem-solving and critical-thinking skills

Preferred Qualifications

• Experience cloud-based contact center tools for large-scale contact centers
• Experience managing products leveraging GenAI
• Master's Degree

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