Topstep is looking to improve the trader experience to be the most trusted and renowned trading experience in the industry by optimizing service delivery, community engagement, trader coaching, and operational processes.
Requirements
- 10+ years of leadership experience, including VP-level or equivalent, with direct oversight of customer experience, operations, or trader-facing functions.
- Proven experience in building and scaling customer/trader journeys within a high-growth environment; trading, fintech, or performance coaching industries preferred.
- Strong data and metric orientation; able to derive actionable insights from trends, feedback, and performance metrics.
- Demonstrated success in leading cross-functional initiatives that have driven measurable improvements in customer satisfaction and business outcomes.
- Deep understanding of competitive market dynamics in the trading or financial services industry.
Responsibilities
- In consultation with the Chief Strategy Officer, develop and lead a comprehensive Trader Experience strategy that directly supports operational effectiveness and elevates the company’s brand as the 1 trader-focused firm in the industry
- Partner cross-departmentally with product, marketing, risk, and support teams to align trader experience goals with overall business strategy.
- Identify new areas of opportunity to improve the trader journey and ensure continued innovation and differentiation in the market.
- Coordinate with leadership of all front-facing teams that impact trader experience, including support operations, coaching programs, trader community platforms, and journey mapping functions.
- Working with the Research and Analytics Department, track, analyze, and report trader behavior, feedback, and performance trends to Senior Leadership.
- Stay ahead of industry shifts and competitor moves to ensure our offering remains relevant, distinctive, and highly competitive.
- Drive root-cause analysis and implement sustainable solutions in collaboration with internal teams.
Other
- Executive presence with excellent communication and influencing skills.
- Strategic mindset with the ability to zoom out on long-term vision and zoom in on tactical execution.
- Lead and develop a high-performing team focused on service, coaching, and trader-facing operations.
- Foster a culture of excellence, ownership, and continuous improvement.
- Mentor and guide leaders to align their team goals with broader business objectives.
