Senior Manager, Client Services Operations

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 area
• Manage and execute solutions to complex, ambiguous problems to meet functional objectives and enhance client experience
• Delegate assignments to subordinates, ensuring appropriate workload distribution and development opportunities
• Mentor, coach, and develop specialists and team leads to maximize their potential and career growth
• Define and implement support delivery standards, processes, and best practices to drive operational excellence
• Ensure 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 metrics
• Collaborate with Engineering, Sales, and cross-functional teams to advocate for client needs and drive systemic improvements
• Oversee the escalation process for complex technical issues, ensuring timely resolution and effective client communication
• Participate in post-incident reviews and root cause analysis efforts to prevent recurring issues
• Optimize resource allocation and workforce management to meet fluctuating demand patterns
• Foster a culture of accountability, collaboration, and continuous learning within the team
• Maintain near-expert level knowledge of ICE Mortgage Technology products, services, and the mortgage technology ecosystem
• Oversee the development and maintenance of knowledge base articles, support documentation, and training materials
• Drive the product defect/enhancement feedback loop, ensuring client insights inform product development
• Conduct 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 preferred
• 7+ years of progressive experience in technical support or client services, with at least 3 years in a management or leadership role
• Proven track record of managing support operations in a SaaS environment, preferably in financial services or mortgage technology
• Demonstrated expertise in incident management, problem resolution, and service delivery optimization
• Strong people management skills with experience mentoring, coaching, and developing technical professionals
• Near-expert level understanding of mortgage technology platforms, workflows, and industry practices
• Deep understanding of Client/Server Architecture, VDI/Citrix/Virtualization technologies
• Proficiency with network troubleshooting tools and Windows Desktop environments
• Experience with CRM systems, ticketing platforms, and support analytics tools
• Exceptional problem-solving abilities with experience managing complex, ambiguous situations
• Excellent communication skills (written and verbal) with ability to influence stakeholders at all levels
• Proven ability to establish objectives, delegate effectively, and hold teams accountable
• Strategic thinking combined with tactical execution capabilities
• Bias for action with willingness to drive positive change and innovation
• High emotional intelligence and ability to maintain composure under pressure
• Customer-centric mindset with commitment to delivering exceptional client experiences
• Acts with integrity, demonstrates accountability, and leads by example