Manager, Client Operations

Overview:

Job Purpose

The 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.

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

Assign and balance workloads across specialists and team leads to support efficient operations

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

Project manage multiple small to medium size initiatives simultaneously, leading from initiation to production; may project manage operations specific tasks for larger enterprise-wide projects

Provide on-call support as required

Knowledge and Experience

Bachelor’s degree in information technology, Computer Science, Business Administration, or related field

5+ years of experience in technical support, project management, 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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