Job Purpose

The Manager, Client Operations, Central Operations is responsible for leading day-to-day operational support activities, ensuring timely, highquality service delivery, and maintaining strong client satisfaction across ICE Mortgage Technologys 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 followup 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 daytoday 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

• Bachelors 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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