ICE Mortgage Technology is the leading cloud-based platform provider for the mortgage finance industry. ICE Mortgage Technology solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality and efficiency. Visit ‪IceMortgageTechnology to learn more.

If you are looking for a new and challenging role, working in a corporate culture where colleagues inspire each other to do their best, with exceptional compensation & benefits, and true work-life balance, then ICE Mortgage Technology is the company for you!

Our core values drive our success. These values have been the backbone of our company since the beginning:

·We listen to and respect our customers, and are focused on their success

·We deliver exceptional products that meet our customers’ needs

·We are committed to delivering legendary customer support

·We respect the people who work for us

·We give back to our community

The Director, Customer Support acts as a leader and coach, sets organizational direction, and translates vision into action. As a leader, through departmental and cross-functional collaboration, the Director will identify and own opportunities to apply efforts toward the continuous improvement of efficiency and delivery of the customer experience to Ellie Mae’s clients. As a coach, the Director is responsible for driving the development of their team at all levels to support the goals of the business and maximize return. As part of their guiding philosophy, the Director should drive competitive advantage through improving operational efficiency, empowerment of their staff, effectiveness of service delivery, and customer satisfaction and retention.

Located in Omaha, NE, the Director will report into the VP, Technical Support and work in close partnership with their peers in Pleasanton, CA to ensure the vision, mission, and charter of the organization is uniformly understood, appreciated, and put to action. The Director will set the tone, promoting a healthy, customer-focused culture that promotes both customer, and employee satisfaction. The Director will be responsible for the management of three or more Managers, each of whom are responsible for 8 to 15 support engineers located in Omaha, NE and/or our other locations of operation.

Key Responsibilities: 

• 6+ years minimum experience in a customer-facing support, or equivalent roles.
• Strong working knowledge of operational best-practices which govern delivery of customer support.
• Possesses and understanding of, or can demonstrate the capacity for functional understanding of the concepts of case and problem management.
• Capable of managing and driving teams cross-functionally toward tactical goals, including the engagement in, and leadership toward Major Incident Management.
• Full knowledge of Customer Support or equivalent operational functions, procedures and quality of service measurement.

Education

• Bachelor's degree in Business Administration or Computer Science preferred.
• Knowledge of residential lending / mortgage banking practices and operations preferred.
• Demonstrated experience leading strategy and execution through transformative events impacting or related to technical support / customer support preferred.

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ICE Mortgage Technology is an equal opportunity and affirmative action employer. We celebrate diversity and are building a team that represents a variety of experience, perspectives and skills. We encourage people from all backgrounds to apply.

We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.