Services Product Specialist

Overview Job Purpose The Services Product Specialist supports Client Operations and partners with cross-functional teams. This role is responsible for end-to-end ownership of pre- and post-release activities, including go-to-market planning, technical requirements gathering, troubleshooting, and managing the post-release software defect and enhancement intake and triage process. Key areas of responsibility include, but are not limited to TPO Connect, Developer Connect, and Encompass Business Service (EBS). Responsibilities + Execute pre- and post-release processes supporting Client Operations. + Ensure delivery of information necessary for internal teams to plan and support changes and releases. + Maintain collaborative relationships with ICE Mortgage Technology teams across Client Operations, Product & Engineering and other internal organizations. + Identify and drive resolution of high-impact quality concerns. + Manage, review, and triage incoming customer-reported defects and enhancement requests. + Organize and prioritize defect and enhancement backlogs to ensure timely resolution and transparency. + Drive and facilitate cross-functional meetings to align priorities and resolve issues. + Work closely with internal support teams to address customer concerns and improve processes. + Represent the end-to-end customer experience across the organization. + Participate in pre-release efforts related to product improvement and quality assurance. + Drive post-release triage processes by engaging with Product Management, Engineering, and Client Operations. + Deliver regular updates and insights to leadership on customer experience and release readiness. Knowledge and Experience + Four-year degree or equivalent certifications in program/project management preferred. + Experience in project management or equivalent role, preferably with exposure to Change or Release Management. + Strong strategic planning skills and ability to drive continuous improvement. + Extensive experience in customer service, technical support, or account management. + Relevant experience in the mortgage industry. + Proficiency with Atlassian Confluence and Jira products. + Knowledge of SaaS service delivery, agile release methodologies, and ITIL (or equivalent) best practices. + Proven ability to multi-task and lead in a fast-paced environment. + Strong analytical and problem-solving skills; proactive and creative. + Excellent communication skills, written and verbal. + Ability to maintain composure and professionalism under pressure. + Strength in building and maintaining relationships with internal teams. + Preferred knowledge of Encompass products, specifically Encompass SmartClient, Developer Connect, and TPO Connect. + Preferred API knowledge. + Team-oriented, adaptable, and committed to customer success. Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.

Created: 2026-02-23