Senior Operations Manager, Client Support (Real Estate)

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 transfer.
• Represent the support team in cross-functional meetings, providing insights and recommendations based on client feedback and operational data.

Knowledge and Experience

• Bachelor's degree or equivalent years of relevant work experience required.
• 5+ years of experience leading operational, call center or similar teams of 50+ resources, ideally within a financial, mortgage or compliance-driven environment.
• 2+ years of experience in Real Estate Technology or a related industry highly preferred.
• Experience in a client support or support operations organization required.
• Strong understanding of Real Estate Technology platforms, including MLS systems, property data, and tax certification processes highly preferred.
• Experience with support tools and platforms such as Salesforce, Jira, Zendesk, or similar.
• Proven ability to lead teams in a fast-paced, client-focused environment.
• Excellent communication, organizational, and analytical skills.
• Ability to make independent decisions, manage multiple priorities, and drive results.
• Experience working with SaaS applications and data-driven services preferred.

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