AI Support & Enablement Lead

Role Summary

This person will own technical build-out and operation of enterprise AI platform integrations — identity, connectors, and control-plane guardrails — across vendors (Microsoft, OpenAI, Anthropic, ServiceNow, Salesforce, and future providers), lead the AI support and enablement function — support model, user onboarding, adoption enablement, and stakeholder relationships with high-touch business groups — and serve as L3/L4 escalation for platform and connector defects. 

Responsibilities 

• Serve as L3/L4 technical escalation for platform defects, connector failures, and model/runtime issues raised by Tier 0–2 support 
• Lead the AI support model: define Tier 0–2 triage, escalation paths, SLAs, and knowledge base content, and direct support staff and vendor support relationships 
• Lead user enablement: onboarding, training, office hours, and adoption guidance, and analyze support trends and user feedback to drive product and process improvements 
• Own relationship management with high-touch business groups serve as trusted technical partner and escalation point, run regular check-ins, understand their workflows and data sensitivities, and proactively shape support and enablement plans to their needs 
• Partner with Labs/App Dev on Build-Operate-Transfer (BOT): technical discovery, build approach, and readiness artifacts (runbook, telemetry, SSO/SCIM/RBAC setup, DLP/data controls) for handoff to WXT operate 
• Own provisioning and entitlement hygiene: license/access provisioning and deprovisioning, group-based access models, and vendor admin configuration 
• Design, build, and maintain enterprise AI connectors and integration points: SSO/SCIM/MAR, RBAC, Microsoft Graph, MCP, Apigee, Office plugins, and internal data source integrations 
• Implement and operate Control Plane guardrails for agentic/autonomous capabilities: capability registry, identity/entitlement controls, data/action/memory/autonomy controls, logging, and evidence collection 
• Maintain logging, telemetry, and observability pipelines to support monitoring, incident investigation, and governance evidence/registry requirements 
• Evaluate vendor feature and connector enablement requests for technical risk, routing higher-risk items to AIGEC/Risk/Legal/Privacy/Security as needed 
• Contribute to vendor-specific Control Adapter templates: licensing model, admin roles, data residency/training posture, logging exports, DLP/tenant restrictions, and API/MCP/connector documentation 
• Support platform retirement/decommissioning: access disablement, integration shutdown, and data retention/deletion per governance requirements 

Qualifications

Required:

• BS/MS degree in a technical discipline (or equivalent experience) and 7+ years of enterprise SaaS administration, integration/platform or identity & access experience
• Experience leading or mentoring and running a technical support or enablement function 
• Familiarity with AI platform administration (Microsoft 365 Copilot, ChatGPT Enterprise, Anthropic Claude, or similar) including admin consoles, DLP, and compliance logging 
• Understanding of agentic AI risk concepts (tool use, memory, autonomy) and control-plane/guardrail design 
• Proven relationship management and stakeholder communication skills, including supporting senior, high-touch business users (e.g., investment professionals) 
• Hands-on experience with SSO/SAML/OIDC, SCIM provisioning, RBAC design, and enterprise identity platforms 
• Experience integrating enterprise applications via APIs, API gateways (e.g., Apigee), Microsoft Graph, or MCP-based tool/connector patterns 
• Experience with observability/logging tooling and FinOps/usage reporting for SaaS or cloud platforms 
• Ability to produce and maintain technical runbooks, architecture/control documentation, and registry/evidence artifacts 
• Comfortable operating as L3/L4 escalation point and partnering with vendor support teams 

Preferred:

• Experience in financial services 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.

$110,000.00 - $188,000.00 for the location of: Maryland, Colorado, Washington and remote workers
$121,000.00 - $207,000.00 for the location of: Washington, D.C.
$138,000.00 - $236,000.00 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.