Manager, Client Support

Job Purpose

The Manager of Client Support - Feeds Delivery, ICE Data Services plays a critical role in leading our Feeds Delivery team and analysts. The ideal candidate will have experience analyzing, evaluating, and upgrading existing business processes, and collaborating with key stakeholders across the business to drive change. The selected candidate will have both operational and client facing experience in his/her background and will have successfully operated in a fast paced client centric environment. Leadership experience with cross functional teams is a plus.

Responsibilities

• Lead a global team of Feeds Delivery Analysts responsible for new customer implementations and configuration maintenance on existing accounts. This includes administrative account setup and access changes, facilitation of billing implementations, and report monitoring.
• Oversee and execute projects to drive operational efficiency and improve the customer experience.
• Ensure team performance meets a set of core service KPIs.
• Work closely with global support leads to ensure team is meeting expectations and global teams are well aligned.
• Gain a deep understanding of ICE Data Services products, architecture and customer base.
• Work closely with global counterparts to ensure consistency in support and coverage.

Knowledge and Experience

• Bachelor's degree or equivalent required.
• 5+ years of customer support or administrative operations experience with increasing responsibility, including managing operational infrastructure and processes.
• Excellent communication skills.
• Knowledge of the Financial Services industry and associated terminology
• Is self-motivated, intellectually curious, and extremely process-oriented and organized, with meticulous attention to detail and strong problem-solving skills.
• Established track record collaborating with multiple teams to achieve objectives.
• Solid problem solving and planning skills.
• Proactive, professional, organized, creative and dynamic

Schedule

This role offers work from home flexibility of one day per week.

Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.

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