Role Summary

Owns the Interactive Help product and establishes the product road map to evolve client servicing through AI-enabled capabilities. Applies comprehensive knowledge of AI technologies, servicing models, content and knowledge ecosystems, information seeking behavior, and regulatory environments to deliver meaningful business outcomes.

Leads a multi-horizon product road map, launching with focused scope to enable rapid learning while ensuring alignment with enterprise strategy, governance standards, and risk requirements. Demonstrates strong product judgment and partners closely with business stakeholders to shape priorities and take action on insights. Communicates milestones, insights, progress, and metrics to stakeholders across the organization.

Responsibilities

• Product Vision and Strategy Development — Develops and maintains a clear vision for the Interactive Help product and experience, spanning client experience, AI-enabled capabilities, content and knowledge foundations, and servicing outcomes. Establishes and evolves the product road map across near- and longer-term horizons. Leads and coordinates cross-functional teams across technology, product, content, operations, and risk to shape product direction and delivery. Leverages client research, behavioral insights, and in-market learning to inform product strategy and execution.
• Achieves Business Results — Through leadership of cross-functional teams, ensures Interactive Help meets or exceeds standards for client experience, business performance, compliance, and operational efficiency. Monitors and interprets performance metrics such as digital completion, containment, client satisfaction, and quality measures, using insights to drive continuous improvement and inform expansion decisions.
• Adoption, Enablement, and Governance — Partners with servicing, operations, and change leaders to support adoption of new capabilities and ensure Interactive Help is integrated effectively into existing service models. Helps ensure firm investment is optimized toward the highest-value outcomes, operating within established governance, risk, and quality frameworks to support sustainable scale.

Qualifications

Required:

• Bachelor's degree or the equivalent combination of education and relevant experience AND
• 8+ years of total relevant work experience

Preferred:

• Experience leading client-facing digital products or experiences that leverage AI, automation, or advanced analytics
• Demonstrated success taking products from ideation through scaled adoption, using learning and data to inform priorities
• Experience working with cross-functional teams including engineering, product, content, operations, and risk/compliance
• Familiarity with AI-enabled knowledge, search, or virtual assistant capabilities, including intent recognition and response orchestration
• Strong understanding of digital servicing models and optimization of digital self-service experiences
• Experience supporting adoption of new tools or capabilities within established operating models
• Ability to partner effectively with business and operations leaders to align product outcomes with associate and client needs
• Experience operating in regulated environments, balancing innovation, client experience, and risk management
• Strong analytical, communication, and stakeholder management skills, with the ability to influence and align diverse partners

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 one day per week from home.

Base Salary Ranges

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

$122,000.00 - $209,000.00 for the location of: Maryland, Colorado, Washington and remote workers
$135,000.00 - $230,000.00 for the location of: Washington, D.C.
$153,000.00 - $261,000.00 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.

This job posting is expected to be available until:

05/15/2026

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.