Communication Quality and Program Manager

Your Opportunity

At Schwab, we believe that the best long-term growth strategy is one that puts clients first. Seeing our business ‘through clients’ eyes’ helps us earn our clients’ trust as we strive daily to fulfill our purpose, to champion every client’s goals with passion and integrity, and act according to our values.

The Workplace Participant Marketing team’s charter is to create better financial outcomes for participants by taking the mystery out of investing, and to make it accessible to everyone regardless of experience, age, interest, or income. We’re passionate about helping participants (employees of our corporate clients) understand the value of their employers’ equity and retirement benefits and how it fits into their overall financial picture and supports their life goals, both short-term and long-term. We want participants to use their benefits as a launching pad into financial wellness, as we believe investing for the future is one of the most important things people can do for themselves and those they care about.

The Sr. Quality & Program Manager, Retirement Plan Communications, will report to the Plan Specific Communications Team Lead and collaborate closely with colleagues and client facing teams to deliver communications that engage participants in their workplace retirement plans and support their broader financial needs. This role will be accountable for ensuring that development activities adhere to defined processes and that all deliverables are error-free, comply with corporate compliance and/or regulatory guidelines, and meet client expectations. This individual will also lead collaborative projects to improve quality, process, efficiency, and client communications experience.

This position requires a deep understanding of Schwab Retirement Plan Services communication and product offerings; being well-versed in retirement industry and compliance guidelines for public communications; collaborating with business partners; and working closely with the communication development teams to review deliverables and evaluate alternative solutions.

Workplace Flexibility Program: We’re proud to support our employees in a working approach that allows you to bring your best self to work – whether that’s in the office or remote.

• Most Schwabbies have the opportunity to voluntarily work in the office or at home based on their preference
• When the firm is ready to fully return to the office, employees will have the flexibility of a hybrid work environment, spending some time working remote and some time in the office.
• Employees and managers can discuss and decide what works best for them, with additional flexibility available based on their role, business needs, and individual circumstances.

Subject to change as Schwab is continually evaluating the current environment in order to best care for the safety and well-being of our employees.
What you are good at

The ideal candidate is a meticulous people person who can provide thoughtful, timely feedback on a slew of complex communications, then jump on a team call to enthusiastically share best practices and advocate for process improvement. This person will accept the challenge of being a savvy negotiator, with the ability to champion clear communications from a client’s eyes perspective, while handling risk and objectively balancing the needs of our team and partners. They will appreciate the variety of navigating projects that span different plan sizes, degrees of complexity, and levels of urgency, and supporting a team of professionals with skills ranging from technical writing to solutions-oriented consulting to campaign execution. Finally, this individual will display impeccable judgement and high emotional intelligence.

Specific responsibilities include:

• Overseeing Quality Assurance (QA) and Quality Control (QC) of plan-specific communication projects (~75% of role)
• Ensure that appropriate procedures and guidelines are in place and being followed when creating deliverables
• Ensure deliverables meet client expectations, are error-free, mitigate risk, and are of high quality
• Collaborate with internal business partners on communications that may challenge compliance guidelines or incur business risk
• Collaborate with internal business partners on solution deliverables to ensure understanding of client needs and consultation to most appropriate solution
• Provide proactive review of content development as needed prior to Compliance or other oversite partner review; share best practices and coach individuals as needed
• Serve as Business Supervisor Reviewer for content development projects
• Assist with capacity planning and project assignment, infrequently taking on content development projects when needed for capacity
• Occasionally negotiating deadlines and resource prioritization with business partners
• Defining and leading projects or programs to drive efficiency and impact of team resources (staff, time, partners, etc.) (~20-25% of role)
• Collaborate with plan-specific team leaders and staff to identify continuous process improvement opportunities; lead teams and engage experts or outside resources to explore and implement, as appropriate
• Identify trends to support new participant experiences; discover and share new content, template, and campaign needs to improve efficiency and scale while maintaining a best-in-class participant experience
• Building and maintaining strong, trusted relationships
• Develop and maintain a strong partnership with Compliance and gain solid understanding of policies and guidelines for public communications
• Represent plan-specific teams in regular meetings with Compliance and other business partners to collaborate on business needs, policy changes, process improvements, etc.
• Establish relationships with business partners and/or subject matter experts that influence content development (e.g.
• Investment Advice, Nonqualified Plans, Roth, Executive Services, ERISA Consulting, etc.)
• Provide feedback and share knowledge with plan-specific teams on any product, compliance, or solution findings
• Contributing to a culture of innovation, engagement, and fun
• Communicate clearly, ask questions for alignment and understanding, and provide direct, kind feedback to team members and partners
• Actively support change management, ongoing team evolution, and personal growth

What you have

• Demonstrated experience in quality management, control processes, and/or formal review procedures of written communications, preferably 5+ years
• A positive demeanor, sense of humor, and the flexibility to operate in an environment with deadlines and changing demands
• Comprehensive understanding of 401(k) plans, employee communications, and related compliance policies and guidelines
• Strong written and verbal communication skills, including proven track record to collaborate and negotiate diplomatically with business partners
• Keen attention to detail, especially when reviewing communication deliverables
• Ability to effectively balance oversight (adherence to policies and guidelines) with creation of clear communications that meet client objectives
• Experience in process improvement-defining, implementing, and supervising procedures and controls
• Excellent personal project and time management skills with the ability to personally handle multiple projects and assist others in prioritizing when necessary
• Ability to work in a fast-paced, deadline driven environment while adhering to regulations, policies, and guidelines encountered in the financial services industry
• Exceptional relationship-building skills and ability to influence without authority, collaborate and work effectively with communication developers and business partners
• High achievement orientation-measures success through quality of work, satisfying client needs, and meeting stringent deadlines
• Bachelor’s degree or equivalent experience

Nice to have:

• Demonstrated experience creating and/or reviewing communications in a qualified retirement plans, financial services, or employee benefits environment
• Familiarity with enterprise level project management tools such as Workfront, Jira, or similar workflow management platforms

Why work for us?

Own Your Tomorrow embodies everything we do! We are committed to helping our employees ignite their potential and achieve their dreams. Our employees get to play a central role in reinventing a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth.

Benefits: A competitive and flexible package designed to empower you for today and tomorrow. We offer a competitive and flexible package designed to help you make the most of your life at work and at home-today and in the future. Explore further .

Schwab is committed to building a diverse and inclusive workplace where everyone feels valued. As an Equal Opportunity Employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law. Please click here to see the policy.

Schwab is an affirmative action employer, focused on advancing women, racial and ethnic minorities, veterans, and individuals with disabilities in the workplace. If you have a disability and require reasonable accommodations in the application process, contact Human Resources at applicantaccessibility@schwab.com or call 800-275-1281 .

TD Ameritrade, a subsidiary of Charles Schwab, is an Equal Opportunity Employer. At TD Ameritrade we believe People Matter. We value diversity and believe that it goes beyond all protected classes, thoughts, ideas, and perspectives.