Job Description

Job Purpose

The Senior Manager, Client Operations is responsible for establishing operational objectives, policies, and strategic direction for the Client Operations function serving ICE Mortgage Technology's customer base. This leadership role brings near-expert level domain expertise to manage complex, ambiguous problems while ensuring exceptional client satisfaction and operational excellence. The Senior Manager mentors and develops team members, delegates assignments effectively, and drives continuous improvement across the organization.

 

Responsibilities

Establish operational objectives, policies, and strategic priorities for the Client Operations functional areaManage and execute solutions to complex, ambiguous problems to meet functional objectives and enhance client experienceDelegate assignments to subordinates, ensuring appropriate workload distribution and development opportunitiesMentor, coach, and develop specialists and team leads to maximize their potential and career growthDefine and implement support delivery standards, processes, and best practices to drive operational excellenceEnsure all client incidents and issues are resolved within agreed service level agreements (SLAs)Monitor key performance indicators including resolution times, customer satisfaction scores, escalation rates, and first-call resolution metricsCollaborate with Engineering, Sales, and cross-functional teams to advocate for client needs and drive systemic improvementsOversee the escalation process for complex technical issues, ensuring timely resolution and effective client communicationParticipate in post-incident reviews and root cause analysis efforts to prevent recurring issuesOptimize resource allocation and workforce management to meet fluctuating demand patternsFoster a culture of accountability, collaboration, and continuous learning within the teamMaintain near-expert level knowledge of ICE Mortgage Technology products, services, and the mortgage technology ecosystemOversee the development and maintenance of knowledge base articles, support documentation, and training materialsDrive the product defect/enhancement feedback loop, ensuring client insights inform product developmentConduct performance evaluations, provide constructive feedback, and implement performance improvement plans when necessary

 

Knowledge and Experience

Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field; Master's degree preferred7+ years of progressive experience in technical support or client services, with at least 3 years in a management or leadership roleProven track record of managing support operations in a SaaS environment, preferably in financial services or mortgage technologyDemonstrated expertise in incident management, problem resolution, and service delivery optimizationStrong people management skills with experience mentoring, coaching, and developing technical professionalsNear-expert level understanding of mortgage technology platforms, workflows, and industry practicesDeep understanding of Client/Server Architecture, VDI/Citrix/Virtualization technologiesProficiency with network troubleshooting tools and Windows Desktop environmentsExperience with CRM systems, ticketing platforms, and support analytics toolsExceptional problem-solving abilities with experience managing complex, ambiguous situationsExcellent communication skills (written and verbal) with ability to influence stakeholders at all levelsProven ability to establish objectives, delegate effectively, and hold teams accountableStrategic thinking combined with tactical execution capabilitiesBias for action with willingness to drive positive change and innovationHigh emotional intelligence and ability to maintain composure under pressureCustomer-centric mindset with commitment to delivering exceptional client experiencesActs with integrity, demonstrates accountability, and leads by example