PSO Senior Engagement Manager

Intercontinental Exchange Holdings, Inc.•Jacksonville, FL

About The Position

The PSO Senior Engagement Manager is responsible for advisory scoping and strategic partner management across a portfolio of ICE implementation and consulting partners. This role bridges ICE's Professional Services Organization (PSO) with partner firms, ensuring partners can effectively deliver advisory consulting services and successful implementations to lenders deploying Encompass, Document and Data Automation (DDA), and other ICE solutions. This is a high-visibility role with direct impact on ICE's ability to scale implementations, advisory consulting engagements, accelerate customer time-to-value, drive solution adoption, and maintain delivery quality across the rapidly evolving mortgage technology landscape.

Requirements

Bachelor's degree required
8 -15+ years of experience in partner management, consulting and implementation delivery, or strategic business development within mortgage technology, financial services technology, or enterprise software
Deep understanding of the U.S. residential mortgage industry, including origination workflows, secondary market execution, compliance frameworks, and the lender technology ecosystem
Working knowledge of mortgage compliance frameworks including TRID, RESPA, ECOA, HMDA, CFPB requirements, Fannie Mae/Freddie Mac Seller/Servicer guides, and Ginnie Mae guidelines
Strong executive presence with experience managing relationships at the C-suite and senior leadership level across mortgage technology consultancies and solutions, or financial services consulting firms
Experience with partner program governance including scorecards, compliance monitoring, performance metrics, and vendor management structures
Excellent verbal and written communication skills, with the ability to influence and engage stakeholders at all levels
Strong project management skills, including the ability to develop SOWs, project plans, budgets, scope, resources, and timelines
Demonstrated attention to detail, discretion, and sound judgment in complex consulting engagements

Nice To Haves

MBA or advanced degree preferred
Hands-on experience across the ICE Mortgage Technology solution offerings
Familiarity with competing or complementary mortgage technology platforms and their partner ecosystems

Responsibilities

Lead the scoping process for advisory consulting engagements, including conducting discovery calls with partners and customers, defining project scope, timelines, cost estimates and detailed Statements of Work (SOWs)
Provide leadership and oversight of partner delivered implementation and advisory consulting engagements to ensure successful completion, customer satisfaction, and alignment with ICE objectives
Design and develop tailored engagement frameworks for advisory consulting campaigns, including engagement playbooks in collaboration with ICE PSO solution SMEs, product, elevated services, sales and partners
Act as a trusted advisor by fostering collaboration among internal PSO teams, product specialists, and external partners to address customer challenges and deliver value
Own and manage a portfolio of 15–25 ICE-approved preferred consulting partners, serving as their primary strategic and operational contact within ICE
Collaborate with C-suite and practice leadership at partner firms to co-create annual strategic plans aligned to ICE's strategy and product roadmap, including Encompass releases and solution adoption initiatives
Identify whitespace opportunities across the mortgage value chain and develop joint go-to-market strategies with partners to expand advisory service offerings
Conduct quarterly partner business reviews and at minimum monthly strategic planning meetings with practice leaders, delivery directors, and sales leadership
Partner closely with preferred partners to monitor and ensure achievement of identified performance metrics, including on-time delivery (target: 95%+), solution adoption rates (target: 90%), and customer satisfaction scores (target: 90%+ CSAT), with quarterly scorecard reviews
Conduct yearly Third-Party Management Risk Management (TPRM) reviews of all assigned preferred partners to this role to ensure vendor management requirements are met
Lead and unify cross-functional teams including PSO leadership, Sales, Product, Compliance, Legal, and Customer Success to deliver cohesive partner experiences and advisory consulting engagement outcomes
Maintain expert-level knowledge of the U.S. residential mortgage industry and the ICE product suite, functioning as a subject matter expert (SME) for partners and internal teams
Represent partner and lender insights to ICE product teams, influencing the Encompass and other ICE solution roadmap and partner enablement tooling
Develop and deliver professional, high-impact presentations and communication materials for partners, customers, and internal stakeholders