Intercontinental Exchange

Overview

Job Purpose

The Manager, Client Operations, Central 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&rsquos 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.

Responsibilities

• Support the development and execution of operational objectives, policies, and priorities for the Client Operations team
• Manage and resolve moderately complex client issues, ensuring timely and accurate support delivery
• Oversee the Incident Management process, including incident prioritization, stakeholder communication, coordination of technical teams, and adherence to response standards
• Drive prioritization with key stakeholders across Product, Infrastructure, and Business teams to ensure customer-impacting issues, risks, and needs receive appropriate focus and timely action
• Ensure 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 stability
• Create internal and customer facing communications for planned change and incident messaging.
• Participate in an on-call management rotation to provide leadership coverage for ICE extended support operations outside of standard business hours.
• Assign and balance workloads across specialists and team leads to support efficient operations
• Act as on-call Manager, on a rotation basis, for ICE extended Support operations outside of standard business hours.
• Coach, mentor, and develop team members to strengthen skills and support career growth
• Implement and maintain support delivery standards, processes, and best practices
• Track and report operational metrics such as resolution times, customer satisfaction, escalation rates, and first-contact resolution
• Partner with Engineering, Sales, and other cross-functional teams to escalate issues and advocate for client needs
• Oversee the day‑to‑day escalation workflow, ensuring timely communication, clear expectations, and effective coordination
• Assist in workforce and resource planning based on incoming demand and team capacity
• Foster a culture of accountability, collaboration, and continuous learning
• Maintain strong working knowledge of ICE Mortgage Technology products, services, and the mortgage technology ecosystem
• Contribute to the development and maintenance of knowledge base articles, documentation, and internal training materials
• Provide structured feedback on product defects and enhancement requests to support product development and improvement cycles
• Conduct performance evaluations and provide coaching, feedback, and improvement plans as needed

Knowledge and Experience

• Bachelor&rsquos degree in Information Technology, Computer Science, Business Administration, or related field
• 5+ years of experience in technical support or client services, with 2+ years in a team lead or management role
• Strong leadership skills with high engagement in support of Client Operations team
• Experience supporting operations in a SaaS environment, preferably within financial services or mortgage technology
• Strong understanding of incident management processes, escalation workflows, and service delivery
• Proven ability to coach, mentor, and develop technical professionals
• Solid understanding of mortgage technology platforms, workflows, or related industry practices
• Working knowledge of Client/Server Architecture, SaaS Operations and hosted software solutions
• Proficiency with network troubleshooting and Windows Desktop environments
• Familiarity with CRM systems, ticketing platforms, and support analytics tools
• Strong analytical and problem-solving skills
• Excellent communication skills (written and verbal)
• Demonstrated ability to set goals, delegate tasks, and manage team accountability
• Ability to balance short-term operational execution with long-term improvement initiatives
• High emotional intelligence and ability to remain composed under pressure
• Customer-centric mindset with commitment to delivering exceptional support
• Acts with integrity, demonstrates accountability, and leads by example

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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.