Digital Product Manager

Your opportunity

Applicants must be currently authorized to work in the United States on a full-time basis without employer sponsorship.

Charles Schwab's Digital Retail product team is redefining how clients interact with digital experiences by using AI, search, and conversational platforms to simplify complex financial decisions. You will join a high-impact group focused on Conversational AI, Enterprise Search, and Digital Support experiences across web and mobile. This includes chat, voice, search, and help content, all unified into a seamless client journey.

We are seeking a detail-oriented Digital Product Manager (individual contributor) to build the operating foundation for AI-ready support experiences. This role will strengthen the way support content is created, maintained, measured, and reused across Help, How-To, Search, and Schwab Assistant. You will partner across product, content, technology, service, risk, compliance, and analytics teams to turn client and business needs into clear requirements, scalable practices, and better self-service outcomes.

Key Responsibilities

• Shape product recommendations by connecting client needs, operational insights, content quality signals, and AI/search performance data to prioritized roadmap decisions
• Implement AEO best practices to evolve content structures, metadata, taxonomy, and operational processes for reliable reuse across Search, Assistant, and future AI-enabled experiences
• Manage the process to renew, revise, retire, and publish articles, FAQs, guides, glossaries, release notes, video assets, and related support content
• Continuously improve the end-to-end content lifecycle, including intake, prioritization, governance, publishing, maintenance, and retirement of help and how-to content assets
• Maintain content inventory, ownership tracking, expiration dates, metadata, taxonomy, and documentation to improve findability and reuse across digital support channels
• Partner with content strategy, product SMEs, compliance, risk, legal, service, creative, technology, and QA to ensure content is accurate, accessible, compliant, plain language, and aligned to client journeys
• Identify outdated, duplicate, overlapping, or low-value content and drive cleanup recommendations that improve the client support experience
• Partner with Experience and Platform product managers to improve answer quality, findability, and self-service success, ensuring that up-to-date content is fully integrated across the platform
• Support roadmap planning, backlog refinement, sprint planning, demos, validation, launch readiness, release notes, and post-launch optimization for content and support experience work
• Track open issues, risks, blockers, dependencies, and decisions, and escalate items that may affect content quality, publishing timing, compliance, or client experience
• Evaluate and communicate opportunities, constraints, risks, and trade-offs to help teams and leadership make informed prioritization decisions
• Translate business objectives, client needs, and stakeholder feedback into requirements, user stories, acceptance criteria, and prioritized recommendations
• Create clear process maps, gap analyses, issue summaries, business cases, and decision materials that help product and leadership teams prioritize work
• Investigate client pain points and support journey friction to identify opportunities that improve self-service experiences

What Success Looks Like

In this role, success means support content is easier to manage, find, reuse, and it is better prepared for AI-powered client experiences. This role is not about writing every support article; it’s about managing the product, process, and governance foundation to provide high-quality content at scale.

What you have

Required Qualifications:

• 4+ years of experience in digital product management, product operations, business analysis, content operations, or related fields
• Strong analytical and problem-solving skills with the ability to use data to drive recommendations
• Ability to influence stakeholders and build alignment across cross-functional teams
• Comfort working through ambiguity and helping teams solve complex problems
• Experience working in Agile delivery environments
• Excellent written and verbal communication skills

Preferred Qualifications:

• Experience supporting enterprise search, digital assistants, conversational AI, knowledge management, help systems, support articles, or AI-enabled support products
• Experience with Workfront, Jira, Confluence, Adobe Experience Manager, or Tableau
• Understanding of content governance, accessibility, SEO/AEO/findability, metadata, taxonomy, content lifecycle management, or compliance-driven environments

In addition to the salary range, this role is also eligible for bonus or incentive opportunities.