Head of Client Service & Seller Experience Technology

T. Rowe Price•Baltimore, MD

9h•Hybrid

About The Position

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. This leader is responsible for the strategy, delivery, and continuous evolution of two critical technology domains: Contact Center Technology and Seller Experience Technology. Contact Center Technology is 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. Seller Experience Technology is 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.

Requirements

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.

Nice To Haves

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

Responsibilities

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.
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.
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 seller's day.
Partner with sales operations and distribution leadership to convert platform capability into measurable sales effectiveness and seller productivity.
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.
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.

Benefits

Competitive compensation
Annual bonus eligibility
A generous retirement plan
Hybrid work schedule
Health and wellness benefits, including online therapy
Paid time off for vacation, illness, medical appointments, and volunteering days
Family care resources, including fertility and adoption benefits
Competitive pay and bonuses as well as a generous retirement plan and employee stock purchase plan with matching contributions
Flexible and remote work opportunities
Health care benefits (medical, dental, vision)
Tuition assistance
Wellness programs (fitness reimbursement, Employee Assistance Program)