Sr Manager, Complex Account Team

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.

 

Since day one, Schwab has set out to challenge the status quo, looking for ways to offer our clients more value and a better experience. We're confident our approach can help people take ownership of their financial futures. We offer investors a modern, full-service approach to build and manage their investments, providing investment-related products, services, and sophisticated financial planning that combine the best of what people and technology have to offer.  

As part of the Client Experience and Risk organization, the Business Accommodations Team (BAT) partners with branches and service teams to resolve complex, non-routine client needs when standard channels are not sufficient. Our mandate is to deliver an intuitive, innovative, and differentiated wealth management experience that drives growth and builds meaningful relationships with clients. 

The Business Accommodation Team​​​​​​​ (BAT) is designed to support and resolve the unique and complex needs of affluent and high-net-worth clients to win and retain assets while managing firm risk. Affluent clients may have needs that are not satisfactorily met by Schwab’s standard “in-the-box” offers and processes.  

 

The Senior Manager will report to the Director of the Complex Account Team and will be responsible for supporting the IS business through strategic initiatives that enhance the client experience, drive business growth, and improve scalability to advance the BAT operating model to retain and win new business through negotiated offers. This individual contributor will partner closely with engineering, UX, architecture, and business stakeholders to define priorities, manage the product backlog, and translate customer and business needs into actionable user stories. The successful candidate will balance strategic thinking with execution, ensuring Agile teams are focused on delivering high-value solutions while identifying future opportunities to improve the participant experience.

 

Key Accountabilities

 

• Support NextGen BAT initiatives by driving execution of strategic efforts that enhance the client experience, improve scalability, and support business growth.
• Partners with business and technology teams to ensure end-to-end planning is comprehensive and aligned to the goals, timelines, and requirements of each initiative.
• Leverage AI and data-driven insights to identify opportunities, improve efficiency, and support pricing and BAT decision-making.
• Provide effective communication and reporting to partners, stakeholders, and leadership through clear updates, analysis, and dashboards that articulate status and impact.
• Own, prioritize, and maintain the team backlog, ensuring work is aligned to customer needs, business objectives, and product strategy.
• Develop and refine user stories and acceptance criteria that provide clear direction to engineering and QA teams.
• Partners with engineers, architects, UX designers, and Scrum Masters to deliver high-quality web and mobile experiences.
• Support key initiatives including participant dashboard modernization and continued enhancement of the participant mobile application.
• Participate in discovery efforts to better understand customer needs, pain points, and opportunities for innovation.
• Collaborate with clients, participants, and vendor partners to gather feedback and incorporate insights into product decisions.
• Lead backlog refinement, sprint planning, and other Agile ceremonies while helping ensure predictable delivery and strong backlog health.
• Monitor product performance and proactively identify future enhancements that improve the overall participant experience.

What you have

To ensure that we fulfill our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

 

Required:

• Bachelor’s degree or equivalent work‑related experience.
• Must have current Schwab experience
• Experience in financial services, retirement services, brokerage, fintech, or other regulated industries.
• Experience with Jira, GitHub, Confluence, Remedy
• Change Management and Tech Governance experience
• Software Development Lifecycle and business-led development knowledge
• Deep client‑centric orientation aligned to Schwab’s purpose of serving investors and branch network personnel
• Demonstrated success working cross‑functionally and building trusted partnerships
• Superior written and verbal communication skills, including synthesizing data, developing business cases, and delivering compelling narratives
• Ability to influence leadership, partners, and peers
• Knowledge of SQL for SQL Server, BigQuery, Visual Studio – C#, Jave, Python, .Net, PowerBI, Tableu, Jquery, JSON, API a bonus
• Strong user story writing, requirements gathering, and backlog refinement skills.
• Experience delivering customer-facing digital products, including web or mobile applications.
• Demonstrated ability to balance strategic roadmap planning with day-to-day execution responsibilities.
• Experience partnering closely with software engineers, architects, UX professionals, and QA teams throughout the product lifecycle.
• Ability to quickly learn complex business domains and translate customer and business needs into product outcomes. 

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