Senior Product Manager, Messaging Experience Strategy

Charles Schwab Inc.•Austin, TX

2d•$105,600 - $150,000•Onsite

About The Position

The Digital Integrated and Core Experiences (DICE) organization drives consistent, streamlined digital experiences across Schwab's platforms. Within DICE, the Digital Messaging team owns the platforms, standards, capabilities, and experiences that support secure, scalable, effective client communications. As the Senior Product Manager, Messaging Experience Strategy (individual contributor), you will work across the entire Digital Messaging product team to identify where messaging can solve business problems and client pain points. You will partner with business stakeholders, client experience teams, product managers, technology, analytics, content, design, operations, risk, legal, and compliance to shape connected messaging experiences across service, subscription, and regulatory communications. This is a senior individual contributor product role with broad influence. You will define opportunity areas, build and communicate product strategy, align leaders and delivery teams, and help product managers translate strategy into coordinated roadmaps and experiences. Success requires deep understanding of messaging ecosystems and the judgment to determine when messaging is the right solution, what outcome it should drive, and how the experience should work across channels and journeys.

Requirements

Bachelor's degree or equivalent practical experience
8+ years of experience in product management, digital product strategy, client experience strategy, customer communications, or a related discipline
Demonstrated experience defining product vision, strategy, roadmaps, measurable outcomes, and prioritization for complex digital products or cross-functional capabilities
Experience identifying opportunities from client pain points and business needs, then leading discovery and alignment through recommendation and delivery
Proven ability to lead cross-functional initiatives and influence senior leaders across business, product, technology, analytics, design, content, operations, risk, legal, or compliance
Strong written and verbal communication skills, including executive storytelling, facilitation, decision framing, and communication of tradeoffs, progress, and risk
Demonstrated ability to use qualitative and quantitative evidence to make decisions, define success measures, and connect product performance to client and business outcomes
Experience working across multiple products, teams, or journeys where alignment, dependency management, and shared standards are critical
Working knowledge of agile and lean product practices, including discovery, experimentation, roadmap development, backlog prioritization, and outcome measurement
Ability to operate effectively in loosely structured, high-visibility, or uncertain environments while providing clarity and maintaining momentum

Nice To Haves

Experience with messaging ecosystems and customer engagement platforms, including Salesforce Marketing Cloud or comparable messaging, journey orchestration, decisioning, or campaign platforms
Experience building or managing creative, engaging client communications across email, SMS, mobile push, Message Center, web, or mobile app experiences
Experience with service, regulatory, subscription, and promotional messaging in financial services or another regulated industry
Knowledge of journey orchestration, event-driven communications, triggers, segmentation, personalization, preferences, content management, templates, experimentation, and messaging measurement
Experience connecting messaging to outcomes such as task completion, call or chat reduction, digital adoption, acquisition, Net New Assets, revenue, retention, or operational efficiency
Familiarity with accessibility, privacy, consent, compliance, risk, and governance considerations for client communications
Experience using analytics, client research, or voice-of-client insights to optimize communications and identify new product opportunities

Responsibilities

Define messaging experience strategy across the Digital Messaging portfolio, connecting client needs, business priorities, enterprise strategy, and platform capabilities to a clear vision and actionable opportunity roadmap
Identify and size high-value opportunities where messaging can reduce avoidable calls and chats, improve task completion, increase engagement, support Net New Assets and revenue growth, and strengthen service and regulatory outcomes
Lead problem discovery with stakeholders and client experience partners to understand business needs, client pain points, journey friction, current communications, operating constraints, and desired outcomes before recommending a solution
Determine how messaging should be used across client journeys, including message intent, timing, trigger, audience, channel role, content approach, call to action, escalation, and connection to digital and human experiences
Partner across all Digital Messaging product managers to align journey, content, decisioning, platform, and delivery channel strategies. Surface dependencies, eliminate duplication, and promote reusable patterns that improve consistency and scale
Support development of compelling product narratives, business cases, problem statements, experience principles, strategic recommendations, outcome measures, and executive-ready decision materials
Influence senior leaders and cross-functional stakeholders by clearly communicating client impact, business value, tradeoffs, risks, sequencing, and the rationale behind recommendations
Establish OKRs, key performance indicators, hypotheses, and learning plans that connect messaging performance to client behavior and enterprise outcomes, including engagement, completion, call and chat reduction, growth, revenue, trust, and risk
Use qualitative and quantitative evidence, experimentation, client research, market trends, and operational insights to prioritize opportunities and continuously optimize messaging experiences
Advance proactive, personalized, relevant, actionable, and connected communications across email, SMS, mobile push, Message Center, web, mobile app, and emerging channels
Collaborate with content and design partners to create clear, accessible, engaging, and brand-aligned communications that help clients understand what happened, why it matters, and what to do next
Balance client value, business impact, technical feasibility, architecture, compliance, privacy, risk, cost, and enterprise scale when shaping product choices and sequencing work
Monitor messaging, customer engagement, financial services, and technology trends. Apply relevant insights to challenge assumptions, identify new opportunities, and evolve the product strategy
Provide strategic guidance, coaching, and reusable frameworks that strengthen product practice and messaging fluency across the team, without replacing the domain ownership of individual product managers