Job Description

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.

Join Schwab’s Voice Call Routing Product team and help improve how millions of client interactions are connected to the right people and services.

This Product Manager will work across business and technology teams to understand needs, develop requirements, support prioritization, and help move call routing projects from ideas through delivery. This is an individual-contributor Product Manager role. The role is a good fit for someone who enjoys solving problems, bringing structure to ambiguity, building strong partnerships, and continuing to grow their product management skills in a technical environment.

What You’ll Do

• Develop user stories, acceptance criteria, and supporting documentation in Jira.
• Partner with business stakeholders to understand needs and translate them into clear product requirements.
• Work closely with developers and technology partners to evaluate solutions and resolve technical questions.
• Support backlog prioritization by helping evaluate requests and identify dependencies and tradeoffs.
• Research front door requests, validate current-state behavior, and work with partners to turn unclear needs into actionable requirements.
• Coordinate with business, developers, middleware teams, reporting, QA, and other partner teams to support delivery.
• Track assigned work, risks, and dependencies.
• Build knowledge of Voice Call Routing and contact-center CCaaS technology.

What you have

• Experience in product management, product ownership, Workforce Optimization, CCaaS, or a related role.
• Experience working with technology teams or software development lifecycle (SDLC).
• Strong problem-solving and analytical skills.
• Ability to work through ambiguous or evolving requirements.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities with strong organization and follow-through.
• Ability to build collaborative relationships across both business & technology teams.
• Curiosity and willingness to learn a technical product area.

Preferred Qualifications

• Experience gathering requirements and developing Jira user stories and acceptance criteria.
• Experience with modern call routing best practices.
• Familiarity with NICE CXone CCaaS platform.

What Success Looks Like

Success in this role means learning the product and business, asking thoughtful questions, building strong partnerships, and reliably moving assigned Jira stories forward.

As experience grows, this Product Manager will take on increasingly complex work, develop deeper product and technical knowledge, and become more independent in managing workstreams and making product recommendations.