Director, Delivery

ICE is the leading cloud-based platform provider for the mortgage finance industry. ICE 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.

The Director, Delivery, DDS Operations leads our Human-in-the-Loop (HITL) operations and drives their transformation for the new era of AI. Based in India, this role directs multiple operational teams and projects at once, with a focus on operational transformation, efficiency improvement, and client delivery. The Director partners closely with the cross-functional leaders across the business to modernize HITL workflows, embed AI and automation into daily operations, and raise quality and throughput. This role sets strategic objectives for the department, leads transformation initiatives, briefs senior executives on key areas of concern, and participates in managing client delivery.

Responsibilities

• Direct multiple operational teams and multiple projects simultaneously.
• Focus on operational transformation, optimization, client delivery and business planning.
• Manage and scale existing Human-in-the-Loop (HITL) operations, ensuring quality, throughput, and SLA commitments are consistently met.
• Demonstrated ability to develop and execute multi-year operating strategies, transformation roadmaps, and organizational change initiatives.
• Strong strategic planning and business skills, including the ability to align people, process, technology, and data investments with business objectives.
• Experience presenting strategic recommendations, investment priorities, and operational roadmaps to senior executives and business stakeholders
• Drive efficiency improvement initiatives in close partnership with the Model Operations and Analytics teams to identify automation opportunities and measure impact.
• Develop and maintain a multi-year operational transformation strategy and roadmap for DDS Operations, aligning investments, capabilities, and workforce planning with business objectives and AI maturity goals.
• Establish a forward-looking operating model that balances human expertise, automation, and AI-driven workflows to improve scalability, quality, and cost efficiency.
• Identify emerging industry, technology, and market trends, assessing their impact on the organization and incorporating relevant opportunities into strategic plans.
• Partner with Product, Engineering, and QA teams across the R&D organization to align technology roadmaps with operational needs and feed field insights into product and model development.
• Collaborate with cross-functional teams and their leaders across the business to align priorities, resolve dependencies, and drive shared initiatives forward.
• Oversees large team or area of the business; manage client communication; performs complex work and develops business plans, processes and policies.

• Bachelors degree required; advanced degree preferred.
• 12+ years of progressive operations leadership experience, including experience managing human-in-the-loop or AI-augmented operations at scale.
• Exercises broad discretion in developing solutions to complex operational challenges; decisions in this role carry significant business impact.
• Production management processes and procedures.
• Proficient with job aids and standard operating procedures.
• Maintain client and domain knowledge.
• Contractual commitments.
• Human-in-the-loop (HITL) operations for AI/ML systems, including quality review, exception handling, and model feedback loops.
• Working knowledge of intelligent document processing and model evaluation practices, sufficient to partner effectively with Model Operations and Analytics teams.
• Strong written and verbal communication skills
• Strong problem solving and decision-making skills.
• Excellent time management and organizational skills
• Ability to work efficiently and independently.
• Ability to work under pressure and time constraints, handling multiple tasks simultaneously.
• Initiative and strong sense of ownership
• Must be comfortable communicating with both technical and non-technical audiences.

• People management.
• Operational excellence.
• Hiring management.
• Client management.
• Broad understanding of cloud technologies
• Experience leading HITL or similar AI-augmented operations, with a track record of driving automation and efficiency gains.
• Proven ability to partner effectively with Model Operations, Analytics, and R&D (Product, Engineering, QA) teams and cross-functional leaders.
• Experience leading teams in India within a global, matrixed organization.