Manager, Knowledge Systems & Governance Enablement- Advisor Services

Your opportunityAt Schwab, you’re empowered to make an impact on your career—where thoughtful problem solving and innovation help transform how work gets done.Schwab Advisor Services is seeking an experienced and forward‑looking Manager, Knowledge Management to help evolve our Knowledge Management function from content delivery into a scalable, systems‑driven, AI‑enabled knowledge operation.The Advisor Services Knowledge Management (ASKM) team enables client‑facing and field teams to serve clients faster and more effectively by ensuring high‑quality, accurate, and timely knowledge across multiple platforms. This role plays a critical part in ensuring knowledge remains clear, governed, and ready to scale as AI and automation become more deeply integrated into service delivery.As Manager, Knowledge Management – Knowledge Systems & Governance Enablement, you will own the systems and workflows that turn feedback, support requests, and AI‑assisted tools into trusted, structured, and maintainable knowledge updates.Ensures that knowledge scales safely—supporting people, AI, and automation without breaking trust, accuracy, or governance. It is foundational to ASKM’s evolution into a trusted intelligence and execution layer for Advisor Services, not just a content function.In Practical Terms, You WillImprove how knowledge changes flow into the team—so work is clearly scoped, prioritized, and ready for executionTurn feedback and usage signals into actionable insights that improve content quality over timeEnable responsible use of AI to improve speed, consistency, and scale—without sacrificing accuracy or governanceBalances hands‑on execution with ownership of KM systems, structure, and controls, helping KM Operations team move faster with confidence.Key ResponsibilitiesFeedback & Insight Management Own how feedback is collected, analyzed, and translated into improvement actions across knowledge platforms. Use data and AI tools where helpful to identify trends, recurring issues, and risk signals.Intake, Triage, & Prioritization Assist in designing and running intake and triage processes for knowledge updates. Assess requests for scope, urgency, and risk—resolving low‑risk items directly and routing complex changes with the right governance and context.Knowledge Structure & Readiness Ensure knowledge is well‑structured, clearly documented, and ready for efficient publishing and reuse. Maintain simple standards that support consistency for both human use and AI‑assisted workflows.Content Quality & Lifecycle Oversight Monitor content health signals (repeat feedback, confusion, aging content) and drive clear decisions to improve, consolidate, or retire content—preventing known issues from lingering.Responsible AI Enablement Support consistent, responsible use of AI tools (such as drafting, summarization, and analysis), ensuring all outputs are reviewed, accurate, and aligned with governance requirements.Process & Documentation Ownership Maintain SOPs, playbooks, and job aids related to feedback handling, routine updates, AI‑assisted work, and content lifecycle management—keeping guidance current as tools evolve.What you haveRequired QualificationsBachelor’s degree or equivalent experienceExperience in knowledge management, content operations, information governance, or workflow/process enablementDirect accountability for the accuracy, clarity, and ongoing maintenance of employee‑ or client‑facing knowledgeHands‑on experience using AI or GenAI tools (e.g., Copilot or similar) within operational workflowsStrong judgment around quality, risk, escalation, and governanceAbility to manage multiple workstreams, prioritize effectively, and deliver outcomesStrong written and verbal communication skillsComfort working across multiple platforms, tools, and systemsExperience working in regulated or high‑accuracy environmentsPreferred QualificationsExperience helping teams adopt AI responsibly, including human‑in‑the‑loop practicesExperience designing or improving feedback, intake, or triage systemsExperience managing content lifecycle decisions (improve, consolidate, retire)Comfort using data and metrics to track quality, efficiency, and improvement outcomesFinancial services or regulated‑domain experienceFINRA Series 7, 63, or 66 What’s in it for youAt Schwab, you’re empowered to shape your future. We champion your growth through meaningful work, continuous learning, and a culture of trust and collaboration—so you can build the skills to make a lasting impact. 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 planPaid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positionsPaid parental leave and family building benefitsTuition reimbursementHealth, dental, and vision insurance