Director Client Experience/Application Support

Your Opportunity

Director, SRT Client Experience, Support and Strategy

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. We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in Charlotte, NC.

Schwab Retirement Technologies (SRT) is a SaaS business that powers retirement plan and health savings experiences for recordkeeping partners, plan providers, administrators, employers, financial professionals, and participants. SRT’s technology portfolio includes participant-facing web and mobile applications, digital tools for employers and advisors, and enterprise platforms that support plan recordkeeping, administration, application processing, and client service delivery.

Overview

As Director, SRT Client Experience, Support and Strategy, you will lead client experience, application support, service delivery, and operational strategy for Schwab Retirement Technologies. This role is focused on strengthening client satisfaction, service quality, operational readiness, and the effective use of SRT technology by retirement and health savings partners.

You will lead a team responsible for application support, client communications, release readiness, support relationship management, and service execution. You will work closely with SRT Partnership Development and Product Management leadership, as well as technology, operations, legal, risk, compliance, service, and senior business leaders to align client needs, service priorities, and operational commitments.

What You’ll Do

Client Experience, Support, and Relationship Leadership

• Lead teams that provide technical and application support for SRT applications within Schwab’s hosted SaaS environment and for external clients that have licensed SRT software.
• Serve as a senior point of contact for assigned client relationships, fostering strong engagement, service quality, and client satisfaction across retirement and health savings channels.
• Oversee client support requests, escalations, service trends, usage metrics, and operational insights using Salesforce and other support management tools.
• Lead client notifications, communications, business reviews, advisory boards, user forums, training, documentation, and release readiness support.
• Lead general SRT business operations functions such as client invoicing, vendor management, corporate initiatives such as business continuity planning, record management, external audit management, etc….
• Assist as needed with new client onboarding, data conversion readiness, application training, and ongoing service execution

Client Strategy and Service Leadership

• Develop and execute client experience and support strategies aligned with SRT’s retirement and health savings priorities.
• Translate client, operational, and service needs into clear priorities, service models, readiness plans, and measurable outcomes.
• Champion initiatives that improve service quality, client engagement, operational consistency, and platform adoption.
• Monitor regulatory changes, market shifts, technology advancements, and client needs that may affect support delivery and service readiness.
• Represent SRT in senior-level strategy discussions, client forums, and cross-functional operating routines.

Operational Governance and Execution

• Own planning, staffing, budgeting, service priorities, and operational execution for the client experience and support organization.
• Set clear team objectives, manage capacity, and align work to approved priorities, commitments, service expectations, and schedules.
• Recommend process, policy, and procedural improvements that reduce friction, strengthen execution, and improve client outcomes.
• Lead required corporate activities including audit support, disaster recovery, records coordination, vendor contracts, invoicing, and partner payment requirements.
• Partner with SRT Partnership Development, Product Management, operations, service, legal, risk, compliance, technology, and client-facing teams to ensure support practices are actionable, scalable, and aligned with Schwab standards.

Leadership, Influence, and Industry Presence

• Lead and develop a high-performing team responsible for application support, client engagement, relationship management, communications, and service execution.
• Engage regularly with executives, senior stakeholders, clients, partners, and internal leaders on client priorities, support performance, readiness, and service commitments.
• Use stakeholder management, executive presence, and influence skills to align teams around client needs, service priorities, operational tradeoffs, and timelines.
• Represent Schwab at industry events, conferences, client meetings, and strategic discussions as a leader in retirement technology support and service delivery.
• Occasional travel and after-hours support may be required.

What you have

• 10+ years of experience in the retirement recordkeeping industry, retirement technology, application processing, client service, application support, or related financial services disciplines.
• 10+ years of experience leading high-performing teams in client support, application support, relationship management, or technology-enabled service delivery.
• Strong understanding of retirement plan practitioners’ roles, operational processes, risks, regulatory expectations, and client needs.
• Demonstrated ability to translate client, operational, and service needs into clear priorities, execution plans, service improvements, and measurable outcomes.
• Proven ability to manage complex client relationships, support escalations, release readiness, onboarding, documentation, training, and cross-functional execution.
• Exceptional executive presence with the ability to influence, communicate, and build trusted relationships with senior leaders, clients, partners, and technical stakeholders.

Preferred Qualifications

• ASPPA, CEBS, or other retirement industry designation.
• Experience with Salesforce or similar client support and relationship management platforms.
• Experience supporting SaaS-based retirement, health savings, recordkeeping, or financial technology platforms.