Service Excellence Manager- Advisor Wealth Services

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.

Advisor Wealth Services (AWS) is the industry leader in providing custody, trading, technology, and practice management services to independent investment advisory firms. AWS seeks to add value to industry-leading advisors by providing exceptional client service and support.

The Service Excellence Team (SE) partners with the Service organization to ensure the delivery of world-class client experiences through effective coaching. We do so by leveraging voice and workflow analytic tools and data to analyze segment-based trends, identify and provide quality focus area recommendations to senior leadership and consult to establish priorities, set goals and build action plans. Action plans may include further root cause analysis through data reporting and targeted call studies, trending analysis, coaching leaders on how to effectively coach their teams on quality outcomes, building strong relationships, exhibiting operational excellence, providing thoughtful guidance to service professionals, and driving accountability through tracking progress. 

What you’ll do:

• Consultative Coaching: Act as a quality consultant and “coach of coaches” to service leaders, guiding them in effective coaching techniques and quality improvement.
• Data Analysis & Problem Solving: Analyze service data, identify trends, conduct root cause analysis, and develop actionable plans to address quality issues.
• Executive Communication: Present insights and recommendations clearly to senior leadership, demonstrating strong executive presence.
• Relationship Building: Establish and maintain strong, collaborative relationships with service directors, managers, and cross-functional partners.
• Program & Process Management: Develop, implement, and track quality and coaching plans, leveraging analytic tools and dashboards.
• Training & Enablement: Partner with training teams to ensure quality standards are integrated into onboarding and ongoing education for service professionals.
• Change Leadership: Drive continuous improvement and adapt to shifting priorities in service quality focus areas.

The role is not available as fully remote. Must live within reasonable commuting distance from the following Charles Schwab campus locations:

• Westlake, TX
• Orlando, FL

What you have

To ensure that we fulfill our promise of “challenging the status quo,” this role has specific qualifications that successful candidates should have.

Required Qualifications:

• 2+ years experience in Service Quality/Coaching programs, other relevant Service Program experience, or Educational/Coaching experience.
• Advanced communication and presentation skills.
• Strong proficiency in Microsoft Word, Excel, and PowerPoint.

Preferred Qualifications:

• Entrepreneurial self-starter: Takes initiative, manages quality opportunities proactively.
• Leadership skills: Ability to collaborate, influence, and drive measurable progress.
• Passion for quality: Professionalism, positivity, creativity, and leadership.
• In-depth knowledge of internal quality programs, processes, and metrics (EDGE process, Advisor Services Quality Dashboard, Advisor Wealth Services quality program).
• Expertise in service experience creation: Understanding of conversation models and call center KPIs.
• Change management: Ability to drive change through partnership, education, and trend-tracking.
• Superior analytical and organizational skills: Prioritizes business needs, manages time, and meets productivity goals.
• Experience supporting or leading operational teams that process client needs.
• Flexibility: Able to adapt as service quality priorities shift.