Manager, Client Operations

ICE; Jacksonville (FL); On-site; USD 85,000 - 110,000; Full time

Job summary

ICE is looking for a Manager, Client Operations in Jacksonville, Florida, to lead day-to-day operational support and ensure high-quality service delivery. This role involves resolving client issues, managing team workloads, and fostering a customer-centric environment.

Applicants should have a Bachelor’s degree and experience in technical support or project management, with strong leadership and communication skills. Join ICE to make a significant impact in the mortgage technology space.

Qualifications

• 5+ years of experience in technical support, project management, or client services.
• 2+ years in a team lead or management role.
• Familiarity with SaaS operations, especially in financial services.

Responsibilities

• Manage operational support activities and client satisfaction.
• Oversee the Incident Management process and ensure SLAs are met.
• Coach and develop team members for career growth.

Skills

Strong leadership skills

Experience in technical support

Analytical and problem-solving skills

Excellent communication skills

Customer-centric mindset

Education

Bachelor’s degree in information technology, Computer Science, Business Administration, or related field

Tools

CRM systems

Ticketing platforms

Support analytics tools

Job description

Job Purpose

The Manager, Client 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.

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
• Assign and balance workloads across specialists and team leads to support efficient operations
• 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 elevate 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
• Project manage multiple small to medium size initiatives simultaneously, leading from initiation to production; may project manage operations‑specific tasks for larger enterprise‑wide projects
• Provide on‑call support as required

Knowledge and Experience

• Bachelor’s degree in information technology, Computer Science, Business Administration, or related field
• 5+ years of experience in technical support, project management, 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 skillsExcellent 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

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.