Manager, Client Services Operations

Job Purpose

The MSP Integration Manager leads a team of Client Dedicated MSP Integration Consultants responsible for delivering expert product consulting, enhancement support, and high-quality client experiences across the ICE Mortgage Technology MSP platform. This role provides strategic leadership, oversight of project execution, team development, and cross-functional coordination to ensure consistent delivery excellence and alignment with ICE standards.

Responsibilities

• Lead, coach, and develop a team of MSP Integration Consultants, ensuring high performance and professional growth.
• Oversee client enhancement testing and implementation, ensuring alignment with ICE production deadlines and quality standards.
• Review and approve project documentation, testing plans, and client-facing deliverables.
• Facilitate resolution of escalated client issues and defects, partnering with product management, development, and support.
• Provide strategic consultation to clients on MSP best practices, process improvements, and technology changes.
• Ensure consistent execution of ICE methodologies, operational standards, and customer experience expectations.
• Conduct regular team meetings, project reviews, and performance check-ins.
• Monitor workload, allocate resources, and adjust priorities in a fast-paced environment.
• Represent the MSP Integration team in cross-functional product meetings, forums, and leadership discussions.
• Support weekend or after-hours production validation efforts as needed.
• May manage strategic consultants working with client lines of business.
• May require travel

Knowledge and Experience

• 5+ years of MSP platform experience, with deep knowledge of ICE Mortgage Technology products.
• 2+ years of people leadership or team lead experience preferred.
• Strong understanding of mortgage industry processes and compliance.
• Exceptional communication skills across all levels (executive to individual contributor).
• Proven ability to manage competing priorities in dynamic environments.
• Experience with testing support, integration work, and client-facing consulting.
• Commitment to delivering premier service to high-profile clients.

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