Manager, Project Manager

Your OpportunityAt 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. The selected candidate for this role will work on site 4 days a week in the specified location(s).Schwab Advisor Services supports independent investment advisory firms with custody, trading, technology, practice management, and service capabilities. The Service Excellence team partners with the Service organization to strengthen client experiences by turning voice analytics, quality metrics, and segment-level insights into focused recommendations and practical action plans.As a Service Excellence Manager, you will serve as a trusted quality consultant to Service leaders, using data to identify trends, uncover root causes, anticipate changing business needs, and shape segment-specific quality priorities. You will communicate clear recommendations to senior leaders, partner with directors and managers to establish goals and track progress, and help leaders translate quality insights into effective coaching, education, and measurable improvement.Success in this role requires a consultative approach, executive-level communication, sound judgment, and the ability to influence across teams. You will build strong relationships with Service, Training, Enablement, and centralized support partners while helping ensure leaders and new hires understand quality expectations, assessment practices, and the tools and metrics that support a consistent client experience.Applicants must be currently authorized to work in the United States on a full time basis without employer sponsorship.What You HaveRequired Qualifications2+ years of quality assurance program, financial services, service operations, program management, education, coaching, or other relevant experienceDemonstrated ability to analyze qualitative and quantitative information, identify trends and root causes, and translate findings into focused recommendations and action plansAbility to build trusted partnerships, consult with leaders, influence decisions, and drive measurable progress without relying on direct authorityAdvanced written, verbal, and presentation skills, including the ability to communicate complex findings clearly and succinctly to senior leadershipStrong organizational and prioritization skills with the flexibility to respond to changing business needs while meeting commitmentsProficiency with Microsoft Word, Excel, and PowerPointPreferred QualificationsKnowledge of Schwab Advisor Services, service quality programs, quality metrics, and call-assessment practicesExperience using voice analytics, quality dashboards, or related tools to evaluate client interactions and monitor outcomesExperience developing, socializing, and tracking quality plans, performance goals, or coaching initiativesAbility to coach and educate leaders and teams by connecting quality insights to practical behaviors and client outcomesA proactive, entrepreneurial approach with a commitment to service excellence, professionalism, creativity, accountability, and continuous improvementAbility to collaborate across Service, Training, Enablement, and centralized support teams to align priorities and reinforce consistent quality expectationsIn addition to the salary range, this role is also eligible for bonus or incentive opportunities.