🚀 Director, Digital Rep Platform, Product Management (PL)

Director, Digital Rep Platform, Product Management (PL)

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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. Our mission is to empower our Sales, Service, and Advice representatives with a modern, integrated, and intuitive platform that enables them to see through clients’ eyes. By creating a seamless digital experience, we aim to continuously enhance representative productivity and deliver moments that truly matter to our clients. As Director, Digital Rep Platform, you will lead the strategy and execution of Schwab’s Retail CRM platform. This includes driving the migration to Salesforce Financial Services Cloud, embedding AI‑powered capabilities, and delivering key initiatives that transform how our representatives engage with clients. Your leadership will ensure the platform becomes a cornerstone for intelligent, proactive conversations and best‑in‑class service. In this role, you will collaborate with business leaders, capability owners, technology teams, enterprise platform partners, and portfolio managers to shape and execute a multi‑year roadmap for the Retail CRM platform. You will balance maintaining existing systems with building next‑generation capabilities, making critical prioritization and trade‑off decisions to maximise value across the enterprise. The Director works closely with the Managing Director of Digital Rep Solutions to balance maintaining existing platforms while simultaneously rebuilding major capabilities of our rep‑facing technology. The ability to sequence, accelerate, and manage capacity will be instrumental to success. The Director will drive significant planning and trade‑off decisions, including multiple competing demands from disparate business units, across the Digital Rep Platform, and determine how to reconcile the demands and prioritize achieving the best outcome for the greatest number of stakeholders. We believe in the importance of in‑office collaboration and fully intend for the selected candidate for this role to work on site in the specified location(s).

What You’ll Do

• Lead CRM Platform Strategy & Execution
  • Own the end‑to‑end Retail CRM strategy and roadmap; drive the migration to Salesforce Financial Services Cloud and elevate capabilities across Client Service, Business Development, Practice & Relationship Management, Planning, and Channel Integration.
  • Deliver an integrated, intuitive desktop that reduces swivel‑chairing and accelerates rep time‑to‑value; define success metrics (adoption, efficiency, quality, revenue/retention) and manage to outcomes.
  • Partner with business leaders to align CRM capabilities with the business strategy, ensuring the platform supports intelligent, proactive client conversations and best‑in‑class service delivery.
  • Prioritise initiatives and manage trade‑offs across multiple business units to maximise value and impact.
  • Lead quarterly/PI planning and rolling‑wave prioritisation; maintain an over/under portfolio view and transparent trade‑off framework; tie funding to measurable outcomes and communicate clearly to executives; drive increasing product management maturity and excellence in our processes.
  • Oversee rationalisation of legacy systems and design of integrated workflows that improve representative productivity and client engagement.
  • Champion cross‑channel orchestration to ensure consistent experiences across digital and human touchpoints.
  • Integrate CRM with the broader rep technology ecosystem (voice/telephony & identity, video, online appointment scheduling, digital adoption platform, cobrowse, etc.) to deliver consistent, cross‑channel workflows; ensure channel enhancements land inside CRM.
  • Partner across data platforms (such as Data Cloud/GCP) and Analytics to streamline data into CRM and power near‑real‑time insights and coaching; rationalise reporting and define MVP‑to‑scale patterns for field and leadership dashboards.
  • Embed AI, automation, and agentic assistants/workflows (summarisation, next‑best action, drafting communications, etc.) within the CRM with responsible AI guardrails; focus will be on integration of the underlying capabilities being built into the user interface.
  • Identify and accelerate high‑value opportunities for automation, low‑code solutions, and emerging technologies to enhance efficiency and client experience.
  • Conduct proof‑of‑concepts and pilot programmes to validate new capabilities before full‑scale implementation.
  • Sponsor and drive meaningful product enhancements into the Salesforce product backlogs.
  • Implement governance processes, standards, and analytics to measure platform performance, adoption, and business outcomes.
  • Ensure compliance with regulatory, security, and risk management requirements.
  • Recruit, develop, and inspire a team of product managers and cross‑functional partners to deliver strategic objectives.
  • Foster a culture of collaboration, innovation, and accountability across business and technology teams.
  • Serve as the primary advocate for the Retail CRM platform, providing clear updates to senior leadership and driving alignment across stakeholders.
  • Develop and execute communication strategies to ensure transparency and engagement throughout the organisation.

What you have

Required

• More than 10 years’ consulting and/or product management experience in a financial services environment with an in‑depth understanding of the Salesforce ecosystem, technology applications, business architecture, client and representative experience, and project management.
• More than 5 years’ experience with direct people leadership, managing high‑performing, matrixed teams.
• Proven leadership of large‑scale CRM transformations and migrations; strength in sequencing, resourcing, and outcome‑based prioritisation across multiple business units.
• Experience integrating CRM with telephony/voice identity, video collaboration, marketing/lead capture, and data platforms; fluency in API/ event‑driven architectures.
• Track record of embedding AI/automation in frontline workflows (assistants, summarisation, next‑best action) with responsible AI practices and measurable productivity outcomes.
• Excellence in executive communication, written and verbal executive presentations.
• Vendor management (product advisory, SOWs, partner performance) and budget/portfolio governance.
• Understanding of supervision, compliance, and risk controls in a regulated environment.
• Agile product operating model experience.
• Strong negotiation and business influence skills.
• Ability to distil strategy, analytics, and varied sets of input to drive decisions across stakeholder communities.
• Able to build credibility with peers and key stakeholders at all levels of the organisation to drive action.
• Ability to develop multiple solutions to the same problem and identify the common failure modes associated with each.
• Ability to track and manage multiple projects.
• Knowledge of Agile methods and processes.
• BA/BS degree.

Preferred

• MBA preferred.
• Knowledge of Schwab products, services and support systems is a plus.
• Experience as a manager of managers.
• Good understanding and/or experience with financial services regulations is a plus.

What’s in it for you

At Schwab, you’re empowered to shape your future. We champion your growth through meaningful work, continuous learning, and a culture of trust and collaboration – so you can build the skills to make a lasting impact. 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.

• 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