Customer Service Experience Manager Jobs in Silver Spring, MD

Role Summary

We are seeking a highly collaborative and client-focused professional to help shape and enhance digital experiences for US financial advisors and intermediary clients. In this role, you will serve as a product owner for key digital tools and experiences, partnering closely with stakeholders, technology teams, and clients to identify opportunities, define solutions, and drive execution.

You will help manage and evolve web-based experiences including login and registration, subscription services, advisor planning and analysis tools, online scheduling capabilities, and other digital solutions. This role combines product ownership, project management, stakeholder engagement, operational support, and data-driven decision making to improve user experiences and deliver business value.

This is an opportunity to influence product strategy and roadmap development through user feedback, analytics, experimentation, and continuous improvement. The role may evolve over time based on business priorities and strategic needs.
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Responsibilities

• Serve as the product owner for assigned digital products and initiatives, partnering with stakeholders to identify business needs, define requirements, and prioritize enhancements.
• Support advisor digital tools and experiences, including areas such as login and registration, subscription services, online scheduling, and planning and analysis tools.
• Work closely with an Agile development team throughout the product lifecycle, including requirements gathering, user story development, backlog prioritization, testing, deployment, and post-launch support.
• Partner with the business and client to define requirements for projects, manages the end-to-end process of completing the project, and help guide the internal decision-making process. Keeps both internal and external teams up to date on the timeline and progress of projects.
• Collaborate with business partners, technology teams, and end users to develop solutions that improve usability, engagement, operational efficiency, and overall client experience.
• Leverage data, analytics, user feedback, and research to identify opportunities and recommend enhancements that support business objectives.
• Analyze trends and performance metrics to measure success, support reporting needs, and identify opportunities for continuous improvement.
• Provide operational support for digital experiences, including troubleshooting and resolving user issues, coordinating with technology teams, and communicating with internal partners and external users, when needed.

Qualifications

Required:

• Bachelor's degree or equivalent combination of education and relevant experience.
• 5+ years of relevant professional experience in product management, digital experience management, or a related field.

Preferred:

• Experience working in an Agile environment, partnering with software development teams through the full product lifecycle.
• Strong stakeholder management, communication, and relationship-building skills.
• Analytical mindset with experience using data and insights to support decision making and prioritize enhancements.
• Ability to manage multiple priorities and adapt to changing business needs.
• Experience with the Adobe MarTech stack.

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.

$87,000.00 - $148,000.00 for the location of: Maryland, Colorado, Washington and remote workers
$95,500.00 - $163,000.00 for the location of: Washington, D.C.
$108,000.00 - $185,000.00 for the location of: New York, California

Placement within the range provided above is based on the individualas relevant experience and skills for the role.A Base salary is only one component of our total compensation package.A 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.A

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.