Senior Operations Manager, Client Support

Overview
Job Purpose

Intercontinental Exchange, Inc. ("ICE"), a global provider of financial services and technology, is seeking a Sr. Client Support Operations Manager to join our Client Support team in Provo, UT. This role is responsible for managing support resources across a portfolio of Real Estate Technology solutions, including Simplifile, MERS, our Multiple Listing Service (MLS) suite of applications, Property Data products (such as Automated Valuation Models and SiteX data), and our Tax Certification services.

The Sr. Client Support Operations Manager will report to the Director, Client Support and will be responsible for (1) overseeing the allocation and performance of support resources, (2) ensuring consistent delivery of high-quality client service across multiple product lines, and (3) driving operational excellence through process improvement, training, and collaboration with internal stakeholders.

Responsibilities

• Manage and optimize support resource allocation across multiple Real Estate Technology platforms and services.
• Supervise day-to-day activities of client support staff, ensuring adherence to key performance indicators (KPIs) and quality standards.
• Develop and implement training programs to ensure team proficiency across supported applications and data services.
• Monitor support metrics and KPIs to identify trends, gaps, and opportunities for improvement.
• Collaborate with Product, Engineering, and Client Success teams to resolve complex client issues and improve support workflows.
• Participate in strategic planning for support coverage, including forecasting, capacity planning, and onboarding of new products or services.
• Lead initiatives to enhance client satisfaction, including proactive outreach, feedback collection, and issue resolution.
• Maintain and update support documentation, knowledge bases, and internal process guides.
• Assist in the onboarding of new clients and support staff, ensuring smooth transitions and knowledge