Manager, Knowledge Systems & Governance Enablement- Advisor Services

Manager, Knowledge Management – Knowledge Systems & Governance Enablement

At 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 will:

• Improve how knowledge changes flow into the team—so work is clearly scoped, prioritized, and ready for execution
• Turn feedback and usage signals into actionable insights that improve content quality over time
• Enable responsible use of AI to improve speed, consistency, and scale—without sacrificing accuracy or governance

Balances hands-on execution with ownership of KM systems, structure, and controls, helping KM Operations team move faster with confidence.

Key Responsibilities

• Feedback & 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 Have

• Bachelor's degree or equivalent experience
• Experience in knowledge management, content operations, information governance, or workflow/process enablement
• Direct accountability for the accuracy, clarity, and ongoing maintenance of employee- or client-facing knowledge
• Hands-on experience using AI or GenAI tools (e.g., Copilot or similar) within operational workflows
• Strong judgment around quality, risk, escalation, and governance
• Ability to manage multiple workstreams, prioritize effectively, and deliver outcomes
• Strong written and verbal communication skills
• Comfort working across multiple platforms, tools, and systems
• Experience working in regulated or high-accuracy environments

Preferred Qualifications

• Experience helping teams adopt AI responsibly, including human-in-the-loop practices
• Experience designing or improving feedback, intake, or triage systems
• Experience managing content lifecycle decisions (improve, consolidate, retire)
• Comfort using data and metrics to track quality, efficiency, and improvement outcomes
• Financial services or regulated-domain experience
• FINRA Series 7, 63, or 66