Head of Client Service & Seller Experience Technology

Location: Baltimore, MD

Time Type: Full time

Job Description

Role Summary

Client Service and Seller Experience Technologies are core to how our firm serves clients and empowers advisors, agents, and sellers, directly enabling growth, productivity, and customer satisfaction. Reporting to the Head of Workplace Experience Technology, this leader is responsible for the strategy, delivery, and continuous evolution of two critical technology domains:

• Contact Center Technology: the platform our agents use to manage customer interactions across voice and digital channels, enabling agents to access customer context, route inquiries efficiently, resolve issues faster, and deliver personalized support. By centralizing customer engagement and operational insights, it improves service quality, increases agent productivity, and enhances the overall customer experience.
• Seller Experience Technology: the platform our sellers use for a single view of customers, opportunities, and partner relationships, enabling them to manage leads, track pipeline, collaborate across teams, and make data-driven decisions. By centralizing customer information and sales activities, it helps sellers focus on building relationships, accelerating deal cycles, and driving revenue growth.

Responsibilities

• Strategic Roadmap Ownership: In partnership with business leaders and Product Owners, establish and drive a unified roadmap that aligns strategy, investments, and delivery across customer engagement, seller enablement, contact center capabilities, Amazon Connect, Salesforce, analytics, automation, and AI. Build consensus on priorities, trade-offs, and sequencing to maximize customer value, workforce productivity, operational stability, and ROI while ensuring decisions are made in support of enterprise outcomes rather than platform-specific objectives.
• Contact Center Experience and Amazon Connect Platform: Own the Amazon Connect platform roadmap and lead the modernization and continuous improvement of the technology stack, including platform evolution, routing and journey integration, agent tooling, quality and analytics capabilities, and AI-enabled service automation. Ensure the agent experience and the customer experience are designed together, and that service quality, availability, and resilience targets are consistently met.
• Seller Experience and Salesforce Platform: Own the Salesforce platform roadmap and the broader seller technology portfolio, including sales process workflow, data and analytics integration, and automation that removes friction from the sellers day. Partner with sales operations and distribution leadership to convert platform capability into measurable sales effectiveness and seller productivity.
• Enterprise Coordination and Stakeholder Alignment: Unify decision-making across contact center, CRM, sales operations, service operations, product, risk, and business stakeholders so that customers, agents, and sellers experience one consistent journey. Represent the pillar in enterprise architecture, governance, vendor, and funding forums, and hold a single accountable position on scope, sequencing, and trade-offs.
• Leadership and Talent Development: Lead, coach, and develop Engineering Managers and technical leaders within the pillar. Build succession depth, create clear career progression, and establish consistent engineering, delivery, and operational practices. Build and develop high-performing teams with an unwavering focus on ownership, execution excellence, effective communication, and delivering high-quality results.

Qualifications

Required:

• Bachelor or Masters degree in Computer Science, Engineering or a related discipline (or the equivalent combination of education and relevant experience) and 12+ years of progressive professional experience to include people leadership.
• Progressive technology leadership experience, including leading managers and multi-team engineering organizations in a regulated financial services or comparable enterprise environment.
• Deep hands-on knowledge of contact center technology platforms, including routing, telephony and voice, agent desktop, workforce and quality management, and contact center analytics.
• Strong command of the Salesforce platform and the surrounding seller technology ecosystem, including sales process workflow, CRM data integration, and adoption enablement.
• A demonstrated record of owning and delivering a multi-year modernization roadmap that produced measurable service, productivity, or revenue outcomes.
• Practical experience applying automation and AI-enabled capabilities to service and sales workflows, with sound judgment on risk, data protection, and governance.
• Proven ability to influence senior business stakeholders across sales, service operations, product, and risk, and to broker priorities among competing agendas.
• Financial and vendor management discipline, including budget ownership, business case development, and negotiation of platform and professional services agreements.
• Proven track record of building and developing high-performing teams.

Preferred:

• Experience in financial services, preferably asset management or another highly regulated industry

FINRA Requirements

FINRA licenses are not required and will not be supported for this role.

Work Flexibility

This role is eligible for hybrid work, with up to three days per week from home.

Base Salary Ranges

Please review the job posting for the location of this specific opportunity.

$201,000.00 - $342,000.00 for the location of: Maryland, Colorado, Washington and remote workers
$221,000.00 - $350,000.00 for the location of: Washington, D.C.
$251,000.00 - $350,000.00 for the location of: New York, California

Placement within the range provided above is based on the individual’s relevant experience and skills for the role. Base salary is only one component of our total compensation package. Employees may be eligible for a discretionary bonus, which is determined upon company and individual performance.

Commitment to Diversity, Equity, and Inclusion

At T. Rowe Price, our associates are our greatest asset. We thrive because our company culture is built on inclusion and because we sustain a work environment where associates can bring their best selves to work every day. The backgrounds, talents, and experiences of our global associates allow us to embrace new ideas and perspectives that move our business priorities forward and enable us to deliver strong client outcomes. Here, you can expect equal opportunity and fair and consistent treatment for all. 

Benefits

T. Rowe Price is an equal opportunity employer and values diversity of thought, gender, and race. We believe our continued success depends upon the equal treatment of all associates and applicants for employment without discrimination on the basis of race, religion, creed, color, national origin, sex, gender, age, mental or physical disability, marital status, sexual orientation, gender identity or expression, citizenship status, military or veteran status, pregnancy, or any other classification protected by country, federal, state, or local law.