Senior Product Manager – Conversational AI & Digital Support

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.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location(s).

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

At Charles Schwab, we’re redefining how clients interact with digital experiences—using AI, search, and conversational platforms to simplify complex financial decisions. You will join a high-impact product team 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.

This role sits at the intersection of strategy, execution, and innovation. You will shape the future of AI-powered client experiences while ensuring operational excellence, scalability, and compliance. You will partner across product, engineering, data, design, risk, and service teams to deliver experiences that are intuitive, reliable, and high quality.   

• Define and execute product strategy across Conversational AI, Search, and Digital Support experiences
• Translate strategy into clear PRDs, roadmaps, and prioritized backlogs
• Maintain a continuous pipeline of delivery-ready work across multiple sprints
• Balance near-term delivery with long-term platform evolution

• Drive development of AI-powered experiences including LLM-based, deterministic AI, and hybrid systems
• Establish and improve AI quality frameworks (evaluation, accuracy, grounding, hallucination mitigation)
• Partner with risk and compliance to ensure AI safety, governance, and responsible use
• Leverage experimentation, transcripts, and analytics to continuously improve experiences

• Own end-to-end product lifecycle, including planning, development, testing, release, and post-launch optimization
• Lead release management practices, including release notes, readiness, and stakeholder communication
• Ensure strong quality assurance and production stability across features
• Maintain documentation across product, operational, and system workflows

• Lead cross-functional alignment across product, engineering, design, risk, compliance, and operations
• Influence stakeholders and drive decisions across multiple levels of leadership
• Champion Agile practices including sprint planning, backlog refinement, and demos

• Create and deliver executive-ready presentations that clearly communicate strategy, progress, risks, and outcomes
• Simplify complex AI and technical concepts into clear narratives for leadership audiences
• Provide consistent visibility into product performance, roadmap, and key decisions

• Demonstrate “vibe coding” and rapid prototyping ability to explore ideas and accelerate delivery
• Work closely with engineering to define technical approaches, trade-offs, and implementation details
• Contribute to tool selection and product workflows across the team

• Delivering high-quality, intuitive client experiences that solve real problems
• Building trustworthy AI systems that are safe, compliant, and reliable
• Driving outcomes over output, with measurable client and business impact
• Creating clarity across ambiguity and aligning teams around shared goals
• Developing strong partnerships across product, engineering, and business stakeholders
• Maintaining operational excellence, system resiliency, and scalable processes
• Continuously improving through data, experimentation, and client feedback 
• Staying current on emerging trends in AI and digital experiences

• Strong organizational skills with the ability to manage multiple priorities

• Self-starter mindset with a bias toward action and continuous improvement

• Documented “vibe coding” and rapid prototyping experience

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

• 5+ years of digital product management experience
• Experience delivering complex digital platforms across web and mobile
• Strong ability to influence stakeholders and drive alignment across organizations
• Agile experience (Scrum, backlog management, sprint planning) 

• Experience with conversational AI, search, chatbots, voice, or machine learning-driven products
• Working knowledge of GenAI, LLMs, and AI system design principles
• Ability to evaluate and improve AI quality, performance, and safety
• Comfort working with technical teams on architecture, integrations, and data

• Strong experience writing product requirement documents (PRDs) and defining clear acceptance criteria
• Experience with release management, lifecycle ownership, and product operations
• Ability to translate strategy into actionable roadmaps and execution plans

• Excellent presentation and storytelling skills, with experience presenting to senior leadership
• Ability to communicate complex concepts clearly across technical and non-technical audiences
• Strong written communication and documentation skills