Senior IT Project Manager - Contact Center Technology

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.

The Schwab Technology Services (STS) Portfolio & Project Management (PPM) organization partners with Business and Technology Leaders to prioritize and execute technology work for strategic business sponsored initiatives, enhancements, as well as standard technology operations, production support, and technology enablement to ensure STS capacity is focused on the most important work for the company.

Project Managers are responsible for establishing and leading enterprise-wide, cross functional strategic initiatives. They lead a variety of different types of projects including launching new products and services, large-scale application development, systems integration, operational efficiency improvements, process reengineering, and infrastructure upgrades and deployments. We are currently transitioning to a scaled agile model, therefore this role will need both traditional project management, as well as scaled agile methodology experience.

This senior project manager role is a key member of Schwab's Service portfolio supporting the firm's Contact Center technology solutions. The candidate in this role will drive large, complex technology projects that enable Schwab's Client Service and Support business objectives and meet our clients' needs.
What you have

Required Qualifications

• BA/BS degree or equivalent experience
• 8+ years of project management experience, managing multiple large, complex, and cross functional projects with emphasis on systems and technical environments
• 8+ years of experience with project management tools and artifacts, including MS Project, Jira, Confluence, SharePoint, project budgets, change requests, status reports, etc.
• Experience managing a concurrent portfolio of work greater than $5M
• 5+ years of demonstrated ability to mobilize and motivate teams, set direction and approach, resolve conflict, deliver tough messages with grace, execute with limited information and ambiguity, and apply an elevated level of detail to project management and communications
• 4+ years proven experience with various software development methodologies including Agile/Scrum
• 3+ years proven ability to build relationships quickly and earn the trust of sponsors and key stakeholders, being seen as a strategic partner
• 2+ years of experience communicating at all levels, including officers, with clarity and precision both written and verbally
• 2+ years deep experience working with product development and technology partners

Preferred Qualifications

• Scaled agile methodology experience strongly preferred
• Contact center technology experience (phone/IVR, chat, SMS)
• Background/experience in financial services industry
• Ability to navigate a highly matrixed organization effectively and succeed within a highly collaborative culture
• Demonstrated sound business and technical acumen
• Focused and versatile team player who is comfortable under pressure
• Understanding of cross-functional dependencies and how they impact project execution
• Expertise with financial data and the technology, tools, and processes that support work and projects/programs
• Excellent problem-solving and critical-thinking skills
• Ability to execute with limited information and ambiguity
• Strong attention to detail
• PMP or PMI-ACP certification
• Release Train Engineer experience

What's in it for you

At Schwab, we're committed to empowering our employees' personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you'll get the tools you need to make a positive difference in the finance industry. 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

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