Manager, Project Manager

Charles Schwab Inc.•Orlando, FL

1d•$85,000 - $110,000•Onsite

About The Position

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. We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site 4 days a week in the specified location(s). Applicants must be currently authorized to work in the United States on a full time basis without employer sponsorship.

Requirements

2+ years of quality assurance program, financial services, service operations, program management, education, coaching, or other relevant experience
Demonstrated ability to analyze qualitative and quantitative information, identify trends and root causes, and translate findings into focused recommendations and action plans
Ability to build trusted partnerships, consult with leaders, influence decisions, and drive measurable progress without relying on direct authority
Advanced written, verbal, and presentation skills, including the ability to communicate complex findings clearly and succinctly to senior leadership
Strong organizational and prioritization skills with the flexibility to respond to changing business needs while meeting commitments
Proficiency with Microsoft Word, Excel, and PowerPoint

Nice To Haves

Knowledge of Schwab Advisor Services, service quality programs, quality metrics, and call-assessment practices
Experience using voice analytics, quality dashboards, or related tools to evaluate client interactions and monitor outcomes
Experience developing, socializing, and tracking quality plans, performance goals, or coaching initiatives
Ability to coach and educate leaders and teams by connecting quality insights to practical behaviors and client outcomes
A proactive, entrepreneurial approach with a commitment to service excellence, professionalism, creativity, accountability, and continuous improvement
Ability to collaborate across Service, Training, Enablement, and centralized support teams to align priorities and reinforce consistent quality expectations

Responsibilities

Serve as a trusted quality consultant to Service leaders.
Use data to identify trends, uncover root causes, and anticipate changing business needs.
Shape segment-specific quality priorities.
Communicate clear recommendations to senior leaders.
Partner with directors and managers to establish goals and track progress.
Help leaders translate quality insights into effective coaching, education, and measurable improvement.
Build strong relationships with Service, Training, Enablement, and centralized support partners.
Ensure leaders and new hires understand quality expectations, assessment practices, and the tools and metrics that support a consistent client experience.