Manager, Elevated Client Services

Job PurposeThe Manager, Client Services Operations role is a leadership role focused on providing strategic and tactical expertise on Mortgage and Consumer servicing functions across the ICE Mortgage Technology Solutions as well as managing the relationship between ICE and Client. This position will be responsible for impact analysis, knowledge transfer, business reviews, internal and external reporting, and program management of engagements impacting the assigned client. This position will also be responsible in leading assigned team members and the overall approach of the team.ResponsibilitiesIdentifies and pursues opportunities for portfolio expansion within the ICE Mortgage Technology spaceDrives maximum value realization from ICE products and services, ensuring all initiatives are aligned with client business goals and strategic objectivesTracks and reports on key performance indicators related to client satisfaction and delivery successLeads program management of all ICE Mortgage Technology initiatives across the assigned client portfolioPartners with internal teams to ensure product and service delivery is executed in alignment with client expectations and contractual commitmentsSupports the training of client and technical support personnel on product enhancements, new analytics capabilities, and updated procedures as neededBuilds and maintains trusted advisor relationships with client leaders across all assigned areas, demonstrating a deep understanding of their business priorities and connecting them to relevant ICE capabilitiesEngages stakeholders across all levels of the client organization — from operational teams to senior leadership — to sustain strong partnerships and proactively surface risks and opportunitiesCollaborates with clients to develop data strategies that connect mortgage servicing operations to measurable business outcomes, improving visibility, reducing risk, and enabling more informed decision-makingCoordinates closely with ICE leaders across product, engineering, sales, and operations to align on strategy, share client insights, and ensure cohesive delivery across workstreamsMaintains reporting and accountability mechanisms that keep both ICE and the client aligned on commitments, progress, and outcomes within assigned workstreamsMentors and develops staff to cultivate a high-performing, client-focused teamChampions a culture of accountability, continuous improvement, and client advocacyFacilitates cross-functional collaboration to support seamless, consistent client experiencesPerforms other duties as assignedTravel to client sites could be up to 20%Knowledge and ExperienceExpert-level proficiency in MSP requiredIn-depth knowledge of mortgage and consumer servicing operations and the ICE Mortgage Technology product suite8+ years of industry experience, including 2–3 years in a leadership capacityWorking knowledge of banking platform integrations, including cloud infrastructure, APIs, and digital banking solutionsProven ability to develop and present strategic recommendations to internal and external stakeholders at the executive levelDemonstrated ability to analyze complex problems, design solutions, and orchestrate cross-functional delivery to resolutionSkilled at synthesizing and distilling complex information into clear, actionable insights tailored to the appropriate audienceProven ability to lead and align cross-functional teams, delegating effectively to drive efficiency and accountabilityTrack record of delivering exceptional client experiences that foster long-term satisfaction and trust across internal and external stakeholdersExceptional verbal and written communication skills with the ability to engage effectively across all organizational levels, including executives, managers, and individual contributorsStrong conflict resolution and negotiation skills, with the ability to navigate complex stakeholder dynamicsExperience working within Agile and Kanban delivery frameworksLI-MA2Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.