MD of Retail Technology, Service Availability and Engineering

Your Opportunity

MD of Retail Technology, Service Availability and Engineering

Role Summary

The Managing Director, Retail Technology, Service Availability and Engineering wil lead enterprise production support, resiliency, and reliability engineering across Schwab's most critical client-facing platforms. This leader will define and execute the future-state SAvE operating model, standardizing tools, processes, service ownership, and engineering practices across retail technologies to improve service stability, reduce operational toil, and strengthen end-to-end accountability. The role is central to advancing Schwab's resiliency, automation, and AI-driven operations strategy, transforming a fragmented production support environment into a unified, scalable reliability engineering function.

Key Outcomes

• Define and implement a unified SAvE/SRE operating model, establishing consistent standards, guardrails, tools, and service ownership practices for production support and resiliency.
• Ensure end-to-end service stability across critical client and transaction platforms, where performance directly impacts client experience, revenue, regulatory exposure, and enterprise risk.
• Lead large-scale workforce transformation by building a scalable follow-the-sun model, advancing Schwab India capabilities, and optimizing the mix of FTE, contractor, offshore, and vendor resources.
• Build a high-performing, engineering-led organization with deep expertise in resiliency, automation, AI-enabled operations, SRE practices, and continuous improvement.
• Reduce operational toil and improve time to detect, respond, restore, and prevent service disruptions through automation, standardization, observability, and disciplined incident management.
• Partner with STS LT, RBCT leadership, application teams, infrastructure partners, vendors, and platform owners to align resiliency priorities, investment trade-offs, and execution across the enterprise.
• Serve as a senior escalation leader for major incidents, mobilizing cross-organizational teams, driving executive communication, and ensuring disciplined follow-through on remediation and prevention.
• Strengthen operational rigor and audit alignment across high-risk platforms supporting key business transactions, client trust, financial outcomes, and regulatory obligations.
• Strong financial and operational management skills, with demonstrated success balancing competing priorities, directing technology investments, optimizing third-party partnerships, and delivering measurable business outcomes.

What you have

Required Skills

• Executive-level technology leadership experience with the ability to set strategy, define operating models, and lead large-scale engineering and production support organizations in complex, highly regulated environments.
• Deep understanding of service availability, resiliency engineering, production operations, incident management, observability, automation, and site reliability engineering practices across mission-critical platforms.
• Strong business and risk acumen, with demonstrated ability to connect technology performance, operational resilience, client experience, regulatory obligations, financial outcomes, and enterprise risk management.
• Proven ability to lead through ambiguity, influence senior stakeholders, and align cross-functional teams around shared priorities, investment decisions, and enterprise-wide execution.
• Demonstrated talent leadership capability, including building high-performing teams, developing senior leaders, strengthening engineering culture, and leading workforce transformation across domestic, offshore, vendor, and contractor models.
• Exceptional communication and executive presence, with the ability to brief senior leadership, manage high-severity escalations, translate complex technical issues into business impact, and drive disciplined follow-through.
• Operational discipline and continuous improvement mindset, with experience standardizing processes, reducing toil, improving reliability metrics, and scaling modern engineering practices across diverse technology portfolios.

Key Experiences

• Experience leading enterprise-scale technology operations, production support, service availability, or reliability engineering functions supporting client-facing, transaction-intensive platforms.
• Track record of designing and implementing modern SRE, service management, resiliency, or production engineering operating models across distributed technology organizations.
• Experience managing high-risk, high-visibility production environments where service performance has direct implications for client trust, revenue continuity, regulatory expectations, and executive stakeholder confidence.
• Background leading major incident response, executive communications, post-incident remediation, and systemic prevention efforts across application, infrastructure, vendor, and business teams.
• Experience transforming global delivery models, including building offshore capabilities, optimizing vendor and contractor ecosystems, and creating scalable follow-the-sun support structures.
• Demonstrated success partnering with senior technology, business, risk, compliance, and operations leaders to prioritize reliability investments, resolve enterprise dependencies, and advance strategic transformation agendas.
• Experience modernizing operational capabilities through automation, AI-enabled operations, observability platforms, tooling rationalization, process standardization, and measurable reliability improvements.
• Experience establishing executive-level service governance, operational metrics, reliability scorecards, and performance frameworks used to drive accountability across large technology organizations.