Manager, Service Performance Analytics- Advisor Services

Your opportunity

Schwab Advisor Services, a division of Charles Schwab & Co., Inc. is the leading provider of custody, trading, technology, and operational support to registered independent advisory firms (RIAs).  In addition to custody services, Schwab Advisor Services provides practice management and consultative support to help independent advisors start, build, and grow their businesses.  Advisor Services works with more than 13,000 independent investment advisory firms with more than $3 trillion under management.

The mission of the Staffing, Demand and Employee Performance Analytics (SDEPA) organization is to deliver a modern, well-adopted core custodial platform with a world-class client service experience that fuels firm growth and retention while creating business efficiency and scale.  The organization consists of several teams designed to ensure that service experience is seamless and continues to evolve to meet the needs of our clients.  The Staffing, Demand and Employee Performance Analytics team sits within the Advisor Experience and Platform Solutions organization.

The Staffing, Demand and Employee Performance Analytics team supports Advisor Services by providing Performance Analytics and Demand/Staff Planning to optimize customer experience and business expenses.  The Workforce Demand Planning team supports long-term capacity planning, short-term resource planning and staffing analytics for the service organizations within Advisor Services.   We are responsible for forecasting, capacity, and budget planning, as well as staff planning and workforce strategy.   We deliver reporting to multiple departments over all relevant time frames and utilize data and analytics to drive strategic and tactical decisions.  We collaborate across client service, operations, technology, digital and product teams to put our service professional in the best position to deliver upon a superior client experience, while also balancing the requirements of the employee experience.

Your contributions:

As a trusted business partner, you will elevate both advisor and employee experiences by delivering insightful information, innovative solutions, and proactive analysis. In this role, you’ll lead service and performance analytics across multiple channels and business units, support projects with impactful analysis, and collaborate with peers and business leaders to develop creative visualization tools that enhance client and employee outcomes. Success in this position requires adaptability, effective prioritization, and the ability to communicate clearly at all organizational levels. Your proactive approach and strong communication skills will help Advisor Services continually evolve to meet the dynamic needs of its clients.

Other responsibilities include...

• Producing reports and ad-hoc analyses that provide actionable intelligence for the business
• Conducting thorough, fact-based end-to-end analyses to guide key decisions and shape enterprise strategy
• Communicating findings in a compelling way to influence change and build strong relationships
• Applying strategic thinking and process discipline to review analyses with business leaders, driving operational improvements and informed decision-making
• Leading ongoing process and cost optimization efforts in partnership with stakeholders, ensuring alignment with business priorities
• Creating and publishing concise tracking tools and dashboards that foster accountability

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.

• Orlando: 70 S. Keller Road, Orlando, FL 32810
• Westlake: 3000 Schwab Way, Westlake, TX  76262

In addition to a base salary, this role is also eligible for bonus or incentive opportunities. 

What you have

To excel in this role, you bring:

Required qualifications

• 5+ years of experience with analytical and data visualization tools (such as SQL, Tableau, Alteryx)
• Advanced proficiency in Excel and visualization applications (e.g., Tableau)
• Proven ability to analyze, recommend, and improve processes, products, and structures within large service organizations
• Extensive knowledge of contact center dynamics and capacity modeling across multiple client channels (phone, chat, back office)
• Experience in Advisor Services’ B2B environment and understanding of the digital and technology landscape, ideally within financial services

Preferred qualifications

• Familiarity with Enlighten data management and processes
• Quantitative undergraduate degree or equivalent experience

Additional preferred qualifications:

• Leadership and Fostering Innovation - Leading your functional responsibility effectively to provide new and improved methods for optimal forecasts and staff plans to maximize advisor experience and business results
• Communication and Influencing Others - Ability to present clearly and concisely to executive leadership, while gaining support for ideas, proposals, and solutions from peers and partners
• Business Planning and Strategy - Support development of a clear and compelling vision that ensure service teams are resourced to be successful and responsive to dynamic and evolving environments
• Technical Expertise – Expert knowledge and skills in complex capacity planning scenarios and leveraging related data and technology
• Results Orientated – Maintains personal focus and commitment on the desired end results to meet and exceed goals during challenging environments while encouraging partners and stakeholders