Digital Product Manager

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). Applicants must be currently authorized to work in the United States on a full-time basis without employer sponsorship. Charles Schwab's Digital Retail product team is redefining how clients interact with digital experiences by using AI, search, and conversational platforms to simplify complex financial decisions. You will join a high-impact group focused on Conversational AI, Enterprise Search, and Digital Support experiences across web and mobile. This includes chat, voice, search, and help content, all unified into a seamless client journey. We are seeking a detail-oriented Digital Product Manager (individual contributor) to build the operating foundation for AI-ready support experiences. This role will strengthen the way support content is created, maintained, measured, and reused across Help, How-To, Search, and Schwab Assistant. You will partner across product, content, technology, service, risk, compliance, and analytics teams to turn client and business needs into clear requirements, scalable practices, and better self-service outcomes. Key Responsibilities Shape product recommendations by connecting client needs, operational insights, content quality signals, and AI/search performance data to prioritized roadmap decisions Implement AEO best practices to evolve content structures, metadata, taxonomy, and operational processes for reliable reuse across Search, Assistant, and future AI-enabled experiences Manage the process to renew, revise, retire, and publish articles, FAQs, guides, glossaries, release notes, video assets, and related support content Continuously improve the end-to-end content lifecycle, including intake, prioritization, governance, publishing, maintenance, and retirement of help and how-to content assets Maintain content inventory, ownership tracking, expiration dates, metadata, taxonomy, and documentation to improve findability and reuse across digital support channels Partner with content strategy, product SMEs, compliance, risk, legal, service, creative, technology, and QA to ensure content is accurate, accessible, compliant, plain language, and aligned to client journeys Identify outdated, duplicate, overlapping, or low-value content and drive cleanup recommendations that improve the client support experience Partner with Experience and Platform product managers to improve answer quality, findability, and self-service success, ensuring that up-to-date content is fully integrated across the platform Support roadmap planning, backlog refinement, sprint planning, demos, validation, launch readiness, release notes, and post-launch optimization for content and support experience work Track open issues, risks, blockers, dependencies, and decisions, and elevate items that may affect content quality, publishing timing, compliance, or client experience Evaluate and communicate opportunities, constraints, risks, and trade-offs to help teams and leadership make informed prioritization decisions Translate business objectives, client needs, and stakeholder feedback into requirements, user stories, acceptance criteria, and prioritized recommendations Create clear process maps, gap analyses, issue summaries, business cases, and decision materials that help product and leadership teams prioritize work Investigate client pain points and support journey friction to identify opportunities that improve self-service experiences What Success Looks Like In this role, success means support content is easier to manage, find, reuse, and it is better prepared for AI-powered client experiences. This role is not about writing every support article; it’s about managing the product, process, and governance foundation to provide high-quality content at scale. What you have Required Qualifications 4+ years of experience in digital product management, product operations, business analysis, content operations, or related fields Strong analytical and problem-solving skills with the ability to use data to drive recommendations Ability to influence stakeholders and build alignment across cross-functional teams Comfort working through ambiguity and helping teams solve complex problems Experience working in Agile delivery environmentsExcellent written and verbal communication skills Preferred Qualifications Experience supporting enterprise search, digital assistants, conversational AI, knowledge management, help systems, support articles, or AI-enabled support products Experience with Workfront, Jira, Confluence, Adobe Experience Manager, or Tableau Understanding of content governance, accessibility, SEO/AEO/findability, metadata, taxonomy, content lifecycle management, or compliance-driven environments In addition to the salary range, this role is also eligible for bonus or incentive opportunities. What’s in it for you At Schwab, you’re empowered to shape your future. We champion your growth through meaningful work, continuous learning, and a culture of trust and collaboration—so you can build the skills to make a lasting impact. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis. We offer a competitive benefits package that takes care of the whole you – both today and in the future: 401(k) with company match and Employee stock purchase plan Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions Paid parental leave and family building benefits Tuition reimbursement Health, dental, and vision insurance #J-18808-Ljbffr