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