Charles Schwab Automated Communications Product Manager in Lone Tree, Colorado
Lone Tree - CO, DENR2, 9800 Schwab Way, 80124
Paul Medina Guevara
We believe that , when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.
As a company, we were established by Chuck at http://www.aboutschwab.com/about/leadership/charles_schwab over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all. As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future.
Charles Schwab Digital Services Group defines the experience and oversees the management of Schwab’s electronic channels (Schwab.com and mobile apps) and internal platforms used by Schwab service representatives and financial consultants. The group is responsible for providing tools and experiences that enable clients to achieve their financial objectives, while supporting the strategic growth of the firm. The group supports all of Schwab’s business enterprises and works with a wide range of internal stakeholders including IT, sales and service, strategy and marketing.
The High-Volume Communications team is part of the Digital Cross-Enterprise Platforms Organization and is responsible for the oversight and management of products such as brokerage Account Verification letters and other service and regulatory communications that are built on an automated platform. These products/platforms serve as critical touch points for our clients, provide information regarding their account transactions, and provide a great opportunity to directly impact the client experience, satisfaction, and loyalty.
What you’ll do:
The team is seeking a Product Manager who will support high-volume communication products and projects designed to be delivered in either a paper or electronic format. The manager will work with cross-functional business teams with partners in Client Experience, Project Services, Technology, Marketing, Legal, Compliance, Sales, and Service, etc., to champion the vision, roadmap, and quality of our high-volume communications and solutions.
This individual will:
Collaborate with stakeholders to develop and create implementation plans for projects/enhancements
Supports front door management function which includes facilitation of intake of new projects, intake interviews, and sizings with technology partners
Serve as subject matter expert for high-volume communications to address escalations/questions from service teams and clients as well as to manage the production support queue
Serve as a subject matter expert in QA and User Acceptance testing
Manage team intranet site which provides information to service teams and reps
Create and maintain internal communication/training, and user guides for the team
Manage team internal reporting
Draft detailed requirements for consumption by Technology teams for enhancements on the various communications and changes to the preference-tracking systems
Ensure regulatory compliance of products with the help of Legal, Compliance and business owners and facilitate the official approval process on material changes to letter products
You must have:
4+ years’ experience in a product/platform management role in financial services, familiarity with client communications
Natural ability to build relationships with and influence key business partners across the company
Strong decision making skills, ability to prioritize work and negotiate trade off decisions
Initiative to continuously identify client experience and operating leverage improvements, and create sound business proposals
Comfort in working on complex projects at both strategic and tactical levels
Comfort in working on technical project and acting as a liaison between business partners and technical teams Ability to successfully work with cross-functional teams, and balance the diverse needs of partners across the firm
Strong written and verbal communication, being able to transform complex topics into well-organized, understandable communications to different audiences, including Leadership
Excellent analytical and problem solving skills
Knowledge of Excel,Word, PowerPoint and Visio
Self-starter attitude with a strong passion for business process improvement and achieving meaningful results while keeping our clients experience a top priority
Bachelor’s degree required
Series 7 license a plus
What you’ll get:
Comprehensive Compensation and Benefits package
Financial Health: 401k Match, Employee Stock Purchase Plan, Employee Discounts, Personalized advice, Brokerage discounts
Work/Life Balance: Sabbatical, Paid Parental Leave, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer, Employee Matching Gifts Program
Everyday Wellness: Health and Lifestyle Wellness Rewards, Onsite Fitness Classes, Healthy Food Choices, Wellness Champions
Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships
Not just a job, but a career, with an opportunity to do the best work of your life
Learn more about Life@Schwab at http://www.aboutschwab.com/careers/lifeatschwab/" .
Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law. Schwab also does not discriminate against applicants or employees because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. At Schwab, we believe that every employee, through their diverse abilities and experiences, can contribute to our growth, innovation and client loyalty. We embrace diversity and are committed to providing equal opportunity to all employees and applicants. If you have a disability, and require reasonable accommodations in the application process, call Human Resources at 800-725-3535. We will be happy to assist you. Schwab will only share your accommodation request with those individuals who have a specific need to know. The request for an accommodation will not affect Schwab's hiring decisions. All other submissions should be performed online.
Relocation Offered?: No
Work Schedule: Days
Languages: English - spoken
Current Licenses / Certifications: None
Relevant Work Experience: Project Management-6+ yrs, Project Management-2-5 yrs, Product Development-2-5 yrs, Product Development-6+ yrs
Position Located In: CO - Lone Tree
Job Type: Full Time
Activation Date: Tuesday, March 13, 2018
Expiration Date: Wednesday, April 4, 2018