Senior Manager, Client Services Operations

Intercontinental Exchange (ICE) • Jacksonville, FL • 9h ago

Overview

Job Purpose

The Data & Business Strategy Senior Manager is an embedded senior leader within the Elevated Client Services team, dedicated to one of ICE Mortgage Technology's most strategic enterprise client. This role owns the data strategy, business intelligence, and technology alignment workstreams, translating ICE's platform capabilities into measurable business outcomes for a defined set of client stakeholders.

Responsibilities

Strategic Client Partnership & Executive Engagement

Operates as an embedded member of the client leadership team, with a defined scope of client stakeholders focused on data, business intelligence (BI), and technology strategy workstreams.

Builds and maintains strong relationships with client leaders across the assigned areas of responsibility, serving as a trusted advisor who understands their business priorities and connects them to ICE capabilities.

Represents the data and BI strategy perspective in broader client leadership team discussions.

Partners with sales to identify white space within the client's organization-surfacing expansion opportunities where ICE's data and platform solutions can deliver additional value.

Engages across all levels of the client organization, from operational teams to senior leaders, to maintain strong relationships and proactively surface risks or opportunities.

Data Strategy & Business Intelligence Leadership

Leads the Elevated ICE BI Configurations Team and Data Integration Team, setting direction for how client configure, consume, and act on ICE's data and reporting capabilities.

Partners with client to develop data strategies that connect mortgage servicing operations to business outcomes, improving visibility, reducing risk, and enabling smarter decision-making.

Translates complex data and integration concepts into clear, actionable business conversations for client leadership and internal stakeholders.

Guides client through adoption of ICE's Business Intelligence platform and reporting tools, ensuring configurations align with the client's operational and strategic goals.

Serves as a bridge between ICE's data engineering, product, and client services teams to ensure client data needs are understood, prioritized, and delivered.

Cross-Functional Alignment & Internal Leadership

Works in direct coordination with the Senior Leader accountable for the overall client relationship to ensure a cohesive and consistent ICE presence across the account.

Collaborates closely with ICE leaders across product, engineering, sales, and operations to align on strategy, share client insights, and ensure delivery is coordinated across workstreams.

Participates in client governance forums and escalation management within assigned areas, escalating broader relationship issues to the overall relationship leader as appropriate.

Works with internal teams to support SOW and contract discussions, SLA alignment, and issue resolution within the data and BI scope.

Maintains reporting and accountability mechanisms that keep both ICE and the client aligned on commitments, progress, and outcomes within the assigned workstreams.

Knowledge and Experience

10+ years of progressive experience in technology strategy, client services, or business relationship management within financial services, mortgage, or enterprise software.

5+ years leading strategic programs or workstreams within large enterprise accounts, with direct exposure to senior client stakeholders.

Experience working as part of a broader client or account leadership team, with a defined scope of responsibility.

Experience leading teams focused on data, business intelligence, or reporting, with a strong ability to connect data capabilities to business value.

Demonstrated ability to build trusted relationships across multiple levels of a client organization, from operational teams to executive stakeholders.

Experience partnering with sales to identify and develop growth opportunities within existing client relationships.

Exceptional ability to translate technology and data concepts into business outcomes and strategic narratives.

Strong executive presence and communication skills, equally effective in boardroom conversations and working-level coordination.

Strategic thinker with a consultative, client-first mindset and strong commercial instincts.

Skilled at navigating complex enterprise organizations, building broad coalitions, and managing competing priorities.

Comfortable with mortgage servicing platform concepts, data integration patterns, and SaaS delivery models.

LI-MA2

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

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