Charles Schwab · 2 weeks ago
Service Excellence Manager- Advisor Wealth Services
US-TX-Westlake
Full-time
Onsite
Entry, Mid Level
$83K/yr - $116K/yr
2+ years expCharles Schwab is an industry leader in providing custody, trading, technology, and practice management services to independent investment advisory firms. The Service Excellence Manager role focuses on ensuring the delivery of world-class client experiences through effective coaching, data analysis, and relationship building with service leaders.
Financial Services
Responsibilities
Act as a quality consultant and "coach of coaches" to service leaders, guiding them in effective coaching techniques and quality improvement
Analyze service data, identify trends, conduct root cause analysis, and develop actionable plans to address quality issues
Present insights and recommendations clearly to senior leadership, demonstrating strong executive presence
Establish and maintain strong, collaborative relationships with service directors, managers, and cross-functional partners
Develop, implement, and track quality and coaching plans, leveraging analytic tools and dashboards
Partner with training teams to ensure quality standards are integrated into onboarding and ongoing education for service professionals
Drive continuous improvement and adapt to shifting priorities in service quality focus areas
Qualification
Required
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
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
Company
Charles Schwab
We have plans for every turn you take.
10001+ employees
H1B Sponsorship
Charles Schwab has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (579)
2024 (468)
2023 (455)
2022 (705)
2021 (483)
2020 (282)
Funding
Current Stage
Late StageLeadership Team
J
Jim McGreevy
Senior Project Manager
Recent News
2025-10-04
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2025-09-28
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