Operations Executive

Overview
Job Purpose
The Operations Executive (OE) serves as a strategic partner and central liaison for assigned clients, managing operational support across ICE Mortgage Technology (IMT) Platforms. This role ensures seamless integration between Client Support, Elevated Client Services, Account Management, and Professional Services to delivery exceptional client outcomes. The Operations Executive advocates for client needs internally while ensuring proactive, transparent, and solution-focused engagement. Operation at a higher level of strategic influence, this position requires executive presence, cross-functional leadership, and the ability to drive long-term client success and expansion.
Responsibilities

Client Relationship Management
Serve as the operational liaison for the entire end-to-end ICE Mortgage Technology solution, coordinating with Client Support, Elevated Client Services, Professional Services, and internal stakeholders
Establish structured communication cadence including weekly updates, monthly reviews, and quarterly business planning sessions
Define tiered escalation protocols and maintain accurate contact matrices; provide proactive updates to IMT leadership on high-severity issues
Manage client transitions from Implementation to ongoing support and align operational excellence with business development objectives
Strategic Planning & Optimization
Lead strategic planning sessions aligned with client business objectives; develop engagement strategies that enhance satisfaction, retention, and expansion
Collect and apply client feedback to improve support operations; partner with product, engineering, and process teams to identify optimization opportunities
Develop recommendations for operational improvements and expanded product utilization
Incident Management & Advocacy
Respond swiftly to escalations and high-severity incidents; participate in bridge calls and maintain transparency with leadership
Implement proactive incident notification using predictive monitoring; lead post-incident debriefs and share Root Cause Analysis documentation
Advocate for client needs requiring product solutions, enhancements, or seamless integrations; ensure alignment between IMT resources and client expectations
Cross-Functional Collaboration
Coordinate support across internal groups regarding escalations, product support, strategic initiatives, and policy changes
Support multi-channel communication (email, phone, chat, collaboration tools) for unified client experience
Represent Client Support as an advocate for service excellence; guide frontline consultants on client-specific requirements
Build and maintain strong relationships with client executives and internal stakeholders through active listening and collaborative problem-solving
Conduct regularly scheduled client meetings to review performance metrics, SLA attainment, and business outcomes Knowledge And Experience

Exceptional critical thinking and analytical skills; ability to understand complex business challenges and develop strategic solutions
Strong executive presence and stakeholder management; able to engage confidently with C-suite and senior leadership
Demonstrated excellence in written and verbal communication; ability to translate technical concepts for executive audiences
Proven ability to build and maintain strong client relationships through active listening, negotiation, and collaboration
Excellent customer service orientation with commitment to client advocacy and satisfaction
Strong project and portfolio management skills; ability to manage multiple clients and competing priorities
Demonstrated ability to lead cross-functional teams and coordinate efforts across business units
Proficiency in business process analysis, strategic planning, and requirements definition
Strong organizational skills with attention to detail and ability to track complex initiatives
Demonstrated entrepreneurial mindset with initiative, ownership, and drive to improve processes and outcomes
Preferred Knowledge And Experience

Bachelor’s degree in business, Finance, Accounting, Computer Science, or related field preferred
5+ years of experience in financial services, mortgage technology, or enterprise software client management
3+ years of account/relationship management experience with complex, enterprise clients
Experience or knowledge of ICE Mortgage Technology products and services (Originations and/or Servicing platforms)
Familiarity with mortgage industry operations, regulatory environment, and client business models
Demonstrated experience managing escalations and high-severity incidents
Background in consulting, professional services delivery, or client success
Experience with multiple technology platforms and systems integration
Willingness to travel as needed
Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.