Service Excellence Manager- Advisor Wealth Services

Service Excellence Manager – Advisor Wealth Services

Join to apply for the Service Excellence Manager – Advisor Wealth Services role at Charles Schwab

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 involve 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.

• 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

• 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.

• 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.

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.

We offer a competitive benefits package that takes care of the whole you – both today and in the future:

• 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

Mid‑Senior level

Full‑time

Other