Salary: USD $101,000 - $165,000 / Year
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 are seeking an experienced Sr. Manager, Digital Product Management (individual contributor), to join the contact center experience team to support the management of 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.
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. You should also have experience managing relationships with external suppliers.
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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, and customer partners to ensure business value and client satisfaction goals are met. The Sr. Manager's job also includes ensuring that the product supports the firm's overall strategy and goals.
In this role, the Sr Product Manager will:
- Develop a clear product strategy for your set of products and services within the overall the 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
- Manage one to many large and complex product's life cycle from inception (including modifications, upgrades and maintenance) through end of life
- Develop and maintain lean business cases and outcome-focused roadmaps in partnership with business and technology partners
- Provide stakeholders with information on progress and milestones from scrum teams in a clear measurable way that provides visibility to progress
- 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
- Participate in product review meetings for a given product set ensuring key stakeholders are involved where appropriate
- Work with service provisioning, engineering and support teams to ensure that current and planned products are achievable and delivered to market according to the agreed specification
- Lead without formal authority, exhibiting and promoting a Lean-Agile mindset and practices
- Provide leadership and build a strong team of product owners within your area of responsibility
- Mentor and coach less senior product managers
- Promote cross-team and cross-organizational knowledge sharing through forums such as user groups, design reviews, communities of practice, etc.
- Build strong working relationships with Technology and Business partners to enable cross functional collaboration
- 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 Qualifications:
- Experience with call routing and cloud-based contact center tools for large-scale contact centers
- Strong leadership abilities
- 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
- 5+ years of experience in agile processes, such as scrum, Kanban, and/or the Scaled Agile Framework (SAFe)
- Proven ability to connect business priorities into a product roadmap
- Ability to build strong working relationships internally and externally
- 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
- Strong detail and process orientation using data to measure productivity and progress
- Excellent problem-solving and critical-thinking skills
Preferred Qualifications:
- Bachelor's or Master's degree
- Strong emotional intelligence/maturity and presence
What's in it for you
At Schwab, we're committed to empowering our employees' personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you'll get the tools you need to make a positive difference in the finance industry. 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