Manager, Client Operations, Central Operations

Intercontinental Exchange Holdings, Inc.•Jacksonville, FL

10h

About The Position

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’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.

Requirements

Bachelor’s 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

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