PSO Senior Engagement Manager

Overview

Job Purpose

The PSO Senior Engagement Manager is responsible for advisory scoping and strategic partner management across a portfolio of ICE implementation and consulting partners. This role bridges ICE's Professional Services Organization (PSO) with partner firms, ensuring partners can effectively deliver advisory consulting services and successful implementations to lenders deploying Encompass, Document and Data Automation (DDA), and other ICE solutions.

This is a high-visibility role with direct impact on ICE's ability to scale implementations, advisory consulting engagements, accelerate customer time-to-value, drive solution adoption, and maintain delivery quality across the rapidly evolving mortgage technology landscape.

Responsibilities

• Advisory Engagement Scoping & Delivery
• Lead the scoping process for advisory consulting engagements, including conducting discovery calls with partners and customers, defining project scope, timelines, cost estimates and detailed Statements of Work (SOWs)
• Provide leadership and oversight of partner delivered implementation and advisory consulting engagements to ensure successful completion, customer satisfaction, and alignment with ICE objectives
• Design and develop tailored engagement frameworks for advisory consulting campaigns, including engagement playbooks in collaboration with ICE PSO solution SMEs, product, elevated services, sales and partners
• Act as a trusted advisor by fostering collaboration among internal PSO teams, product specialists, and external partners to address customer challenges and deliver value
• Strategic Partner Management
• Own and manage a portfolio of 15–25 ICE-approved preferred consulting partners, serving as their primary strategic and operational contact within ICE
• Collaborate with C-suite and practice leadership at partner firms to co-create annual strategic plans aligned to ICE's strategy and product roadmap, including Encompass releases and solution adoption initiatives
• Identify whitespace opportunities across the mortgage value chain and develop joint go-to-market strategies with partners to expand advisory service offerings
• Conduct quarterly partner business reviews and at minimum monthly strategic planning meetings with practice leaders, delivery directors, and sales leadership
• Partner Program Governance & Compliance
• Partner closely with preferred partners to monitor and ensure achievement of identified performance metrics, including on-time delivery (target: 95% ), solution adoption rates (target: 90%), and customer satisfaction scores (target: 90% CSAT), with quarterly scorecard reviews
• Conduct yearly Third-Party Management Risk Management (TPRM) reviews of all assigned preferred partners to this role to ensure vendor management requirements are met
• Cross-Functional Leadership & Industry Expertise
• Lead and unify cross-functional teams including PSO leadership, Sales, Product, Compliance, Legal, and Customer Success to deliver cohesive partner experiences and advisory consulting engagement outcomes
• Maintain expert-level knowledge of the U.S. residential mortgage industry and the ICE product suite, functioning as a subject matter expert (SME) for partners and internal teams
• Represent partner and lender insights to ICE product teams, influencing the Encompass and other ICE solution roadmap and partner enablement tooling
• Develop and deliver professional, high-impact presentations and communication materials for partners, customers, and internal stakeholders
  

Knowledge And Experience

• Bachelor's degree required; MBA or advanced degree preferred
• 8 -15 years of experience in partner management, consulting and implementation delivery, or strategic business development within mortgage technology, financial services technology, or enterprise software
• Deep understanding of the U.S. residential mortgage industry, including origination workflows, secondary market execution, compliance frameworks, and the lender technology ecosystem
• Working knowledge of mortgage compliance frameworks including TRID, RESPA, ECOA, HMDA, CFPB requirements, Fannie Mae/Freddie Mac Seller/Servicer guides, and Ginnie Mae guidelines
• Strong executive presence with experience managing relationships at the C-suite and senior leadership level across mortgage technology consultancies and solutions, or financial services consulting firms
• Experience with partner program governance including scorecards, compliance monitoring, performance metrics, and vendor management structures
• Excellent verbal and written communication skills, with the ability to influence and engage stakeholders at all levels
• Strong project management skills, including the ability to develop SOWs, project plans, budgets, scope, resources, and timelines
• Demonstrated attention to detail, discretion, and sound judgment in complex consulting engagements
  
  

Preferred Knowledge And Experience

• Hands-on experience across the ICE Mortgage Technology solution offerings
• Familiarity with competing or complementary mortgage technology platforms and their partner ecosystems
  
  

Key Success Factors

• Customer and partner-centric mindset with a deep understanding of customer and partner needs, challenges, and the ability to build trust quickly
• Proven ability to self-manage, prioritize workloads, and meet deadlines with precision and reliability in complex, multi-party engagements
• Strong commitment to delivering exceptional service and ensuring partner activities align with customer and ICE objectives
• Ability to navigate complex organizational dynamics and influence across business units and external organizations without direct authority
  
  

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.