Senior Manager, Digital Product Management

Charles Schwab Inc. • Orlando, FL

6d • $145,000 - $175,000

About The Position

At Schwab, the Senior Manager, Digital Product Management leads shared digital capabilities connecting representative and client communication channels with platforms used by Schwab's client-facing representatives. The role owns product strategy and execution across channel integration, interaction data, artificial intelligence, and authentication capabilities, enabling representatives to better understand client interactions and take meaningful action.

Initially, the role supports a modern representative servicing platform and Salesforce while designing capabilities that can scale across additional applications and business areas. It combines product strategy, platform thinking, people leadership, technical fluency, and enterprise influence to turn complex interaction data into secure, reusable capabilities and practical representative experiences.

The Senior Manager leads product work across the lifecycle, from discovery and strategy through prioritization, delivery, launch, adoption, measurement, and improvement. The role collaborates across product, engineering, architecture, data, AI, UX, operations, legal, risk, compliance, security, and business teams, balancing application needs with reusable enterprise services and the expectations of client experience, privacy, security, and regulation.

Applicants must be currently authorized to work in the United States on a full-time basis without employer sponsorship.

Requirements

• Progressive experience in digital product management, platform product management, or a related product leadership role.
• Demonstrated experience defining product strategy and leading complex products from discovery through delivery, adoption, and ongoing improvement.
• Experience delivering shared platforms, data products, integration services, APIs, or enterprise capabilities used across multiple applications or business areas.
• Strong understanding of communication channels, contact-center technologies, interaction data, or representative workflow platforms.
• Experience working with artificial intelligence, machine learning, natural language processing, transcription, summarization, interaction analytics, or comparable AI-enabled capabilities.
• Demonstrated ability to lead across product, business, engineering, architecture, data, security, legal, risk, and compliance teams.
• Ability to translate complex product and technical concepts for executive, business, and non-technical audiences.
• Experience creating outcome-based roadmaps, defining success measures, and using data to guide prioritization and product decisions.
• Demonstrated ability to build alignment and influence teams and senior leaders without relying solely on direct authority.
• Product strategy skills: connect customer and business needs to a clear product vision, roadmap, priorities, and measurable outcomes.
• Strategic thinking: connect near-term product and delivery decisions to scalable, long-term platform strategies.
• Product management skills across discovery, prioritization, development, launch, adoption, measurement, and continuous improvement.
• Technology fluency to engage effectively with architecture, APIs, integrations, cloud services, data platforms, communication technologies, and AI-enabled solutions.
• Ability to translate AI, interaction data, transcription, summarization, and analytics capabilities into practical and responsible representative experiences.
• Ability to establish effective partnerships across product, engineering, architecture, data, AI, UX, operations, legal, risk, compliance, security, and business teams.
• Ability to create alignment and drive decisions across teams and leaders with different priorities without relying solely on formal authority.
• Ability to communicate technical and product concepts through clear decisions, recommendations, trade-offs, and executive-level narratives.
• Ability to navigate ambiguity, competing requirements, risk, and technical dependencies and make timely product decisions with accountable ownership.
• Ability to incorporate privacy, security, compliance, consent, transparency, data governance, and operational resilience into product strategy and design.

Nice To Haves

• 5+ years of digital product management experience.
• Experience with NICE, Microsoft Teams, Zoom, Hearsay, Salesforce, or comparable communication, contact-center, or customer relationship management platforms.
• Experience developing products within financial services, wealth management, contact centers, or another highly regulated environment.
• Familiarity with interaction transcripts, conversation intelligence, identity verification, authentication, data retention, privacy, and consent requirements.
• Experience integrating AI capabilities into employee-facing or representative-facing workflows.
• Experience developing reusable enterprise services supporting multiple applications, user experiences, or business units.
• Familiarity with cloud-based integration patterns, event-driven services, data products, and APIs.

Responsibilities

• Define and maintain product vision, strategy, roadmaps, priorities, and measurable outcomes for interaction intelligence and communication-channel integration.
• Translate representative, client, business, and application needs into prioritized capabilities and delivery plans.
• Balance immediate application needs with reusable enterprise services that can support multiple products and business areas.
• Establish product boundaries, ownership, governance, service expectations, and adoption plans.
• Partner with product teams and stakeholders to set priorities, sequencing, delivery expectations, and measurable outcomes.
• Lead product strategy for integrating NICE, Microsoft Teams, Zoom, Yext, and future communication channels with representative-facing digital platforms.
• Define scalable approaches for connecting interaction data and related services with consuming applications.
• Partner with channel owners, product teams, engineering, and architecture to define requirements, sequencing, reliability expectations, and operating models.
• Navigate dependencies involving identity, permissions, data access, retention, consent, security, privacy, and regulatory requirements.
• Lead product direction and delivery for AI-powered interaction assistance and supporting interaction-data capabilities.
• Define how transcripts, interaction metadata, summaries, signals, and AI-generated insights are captured, processed, governed, and made available to applications.
• Enable initial use cases within a modern representative servicing platform and Salesforce while building capabilities that may support future AI-powered tools and enterprise consumers.
• Ensure shared capabilities address application-team user needs while remaining reusable and scalable.
• Establish expectations for AI quality, accuracy, transparency, security, governance, and appropriate human review.
• Define measures for adoption, usefulness, processing quality, representative efficiency, risk, and business value.
• Partner with Enterprise Architecture and key stakeholders to define solution architecture supporting authentication within phone interactions.
• Lead delivery of shared capabilities supporting phone authentication within the modern representative servicing platform.
• Coordinate across channel, identity, security, architecture, compliance, and application teams to resolve end-to-end dependencies.
• Balance representative usability and client experience with security, operational resilience, privacy, and regulatory expectations.
• Lead multidisciplinary teams through discovery, design, development, testing, launch, adoption, and ongoing product improvement.
• Build alignment among teams with different priorities, funding models, delivery schedules, and technical environments.
• Make product decisions when application-specific requirements conflict with the long-term strategy of a shared capability.
• Communicate product strategy, decisions, trade-offs, progress, dependencies, and risks to senior leaders and delivery teams.
• Support planning, funding, release readiness, dependency management, adoption, and operational transition.

Benefits

• Competitive compensation and benefits package designed to support employees' financial, physical, and emotional well-being.
• Ongoing learning through role-based development, cross-functional exposure, coaching, and opportunities to deepen expertise.
• Opportunities to strengthen capabilities in product discovery, platform product management, roadmap development, AI and data products, stakeholder leadership, technology integration, measurement, risk management, and digital innovation.
• Transferable leadership experience relevant to broader opportunities across product, digital, technology, data and analytics, client experience, AI-enabled transformation, and enterprise strategy, based on business needs, demonstrated performance, and individual career interests.
• Eligibility for bonus or incentive opportunities in addition to base salary.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed