Manager, Client Operations

OverviewJob PurposeThe Manager, Client Operations is responsible for leading day-to-day operational support activities, ensuring timely, high‑quality service delivery, and maintaining strong client satisfaction across ICE Mortgage Technology’s customer base. This role provides solid domain expertise to manage moderately complex issues, oversee incident management processes, guide team performance, and advocate for customer-impacting priorities across the organization. The Manager develops team members, manages workload distribution, and contributes to continuous improvement within the Client Operations function.ResponsibilitiesSupport the development and execution of operational objectives, policies, and priorities for the Client Operations teamManage and resolve moderately complex client issues, ensuring timely and accurate support deliveryOversee the Incident Management process, including incident prioritization, stakeholder communication, coordination of technical teams, and adherence to response standardsDrive prioritization with key stakeholders across Product, Infrastructure, and Business teams to ensure customer-impacting issues, risks, and needs receive appropriate focus and timely actionEnsure client incidents and service requests are handled within established service level agreements (SLAs)Participate in incident reviews, root cause analysis, and follow‑up actions to prevent recurrence and improve stabilityCreate internal and customer facing communications for planned change and incident messagingAssign and balance workloads across specialists and team leads to support efficient operationsCoach, mentor, and develop team members to strengthen skills and support career growthImplement and maintain support delivery standards, processes, and best practicesTrack and report operational metrics such as resolution times, customer satisfaction, escalation rates, and first-contact resolutionPartner with Engineering, Sales, and other cross-functional teams to escalate issues and advocate for client needsOversee the day‑to‑day escalation workflow, ensuring timely communication, clear expectations, and effective coordinationAssist in workforce and resource planning based on incoming demand and team capacityFoster a culture of accountability, collaboration, and continuous learningMaintain strong working knowledge of ICE Mortgage Technology products, services, and the mortgage technology ecosystemContribute to the development and maintenance of knowledge base articles, documentation, and internal training materialsProvide structured feedback on product defects and enhancement requests to support product development and improvement cyclesConduct performance evaluations and provide coaching, feedback, and improvement plans as neededProject manage multiple small to medium size initiatives simultaneously, leading from initiation to production; may project manage operations specific tasks for larger enterprise-wide projectsProvide on-call support as requiredKnowledge And ExperienceBachelor’s degree in information technology, Computer Science, Business Administration, or related field5+ years of experience in technical support, project management, or client services, with 2+ years in a team lead or management roleStrong leadership skills with high engagement in support of Client Operations teamExperience supporting operations in a SaaS environment, preferably within financial services or mortgage technologyStrong understanding of incident management processes, escalation workflows, and service deliveryProven ability to coach, mentor, and develop technical professionalsSolid understanding of mortgage technology platforms, workflows, or related industry practicesWorking knowledge of Client/Server Architecture, SaaS Operations and hosted software solutionsProficiency with network troubleshooting and Windows Desktop environmentsFamiliarity with CRM systems, ticketing platforms, and support analytics toolsStrong analytical and problem-solving skillsExcellent communication skills (written and verbal)Demonstrated ability to set goals, delegate tasks, and manage team accountabilityAbility to balance short-term operational execution with long-term improvement initiativesHigh emotional intelligence and ability to remain composed under pressureCustomer-centric mindset with commitment to delivering exceptional supportActs with integrity, demonstrates accountability, and leads by exampleLI-MA2Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.