Managing Director, Business Management_Customer Service & Support

Your Opportunity

Managing Director, Business Management—Customer Service & SupportClient Service & Support (CS&S) is the primary service and trading arm for Schwab Investor Services.  The vision for CS&S is to provide exceptional and scalable client service across all client segments while attracting, retaining, and developing top talent and to delight clients by creating memorable service experiences and by always viewing the relationship through client’s eyes. 

The Managing Director, CS&S Business Management, leads forecasting, capacity planning, workforce management, and contact center analytics. This leader drives service performance, operational efficiency, and resource optimization through disciplined planning, process improvement, and appropriate use of automation.

 

Key Outcomes:

 

• Set and execute the enterprise workforce management strategy for CS&S, including demand forecasting, capacity planning, staffing, scheduling, real-time performance, and workforce distribution.
• Build a proactive, data-driven workforce management organization that strengthens operational reporting, analytics, planning discipline, and decision quality.
• Develop a multi-year roadmap aligning workforce capabilities, location strategy, process improvement, and automation with evolving client and business needs.
• Translate contact demand, volume drivers, training capacity, labor mix, and service targets into integrated staffing plans, including approximately 1,500 annual hires.
• Partner with business, operations, finance, talent acquisition, and functional leaders to adjust workforce strategies as priorities, demand, and market conditions change.
• Lead quarterly business reviews that surface trends, risks, tradeoffs, and actions required to improve service levels, productivity, and client outcomes.
• Monitor industry practices, competitor activity, client expectations, and market dynamics to inform near- and long-term operating decisions.

What you have

Required Experience

• Extensive leadership experience in workforce management, capacity planning, forecasting, contact center operations, business management, or a related discipline within a large, complex service organization.
• Demonstrated success setting enterprise workforce strategy and translating demand forecasts, service objectives, labor assumptions, and business priorities into executable staffing and capacity plans.
• Strong command of contact center performance drivers, including volume forecasting, scheduling, real-time management, productivity, service levels, workforce distribution, and location strategy.
• Proven ability to lead large-scale operating plans and high-volume hiring strategies, including coordination of recruiting, training, labor mix, and deployment across multiple locations.
• Experience using analytics, scenario modeling, and performance reporting to identify trends, evaluate tradeoffs, influence decisions, and improve client and business outcomes.
• Track record of modernizing processes and capabilities through continuous improvement, technology, and automation while effectively managing operational risk and change.
• Exceptional strategic thinking, business judgment, and organizational leadership, with the ability to establish priorities, build accountability, and deliver measurable improvements in quality, productivity, and efficiency.
• Executive-level communication and influence skills, with demonstrated ability to present complex insights clearly, align senior stakeholders, and build strong cross-functional partnerships.