Topstep

Director of Trading & Platform Operations

Chicago, IL · Director · Full-time

Sponsorship not specified$170k-$210kDetected 6 days ago

Process ImprovementPerformance ManagementCustomer SupportLeadershipCommunicationCollaborationProblem Solving

About the role

By driving process improvement and strengthening cross-departmental communication, this leader ensures consistent, high-quality service under NFA and CFTC standards.
Company Culture & Perks - Topstep is an engaging working environment which ranges from fully remote to hybrid.
We foster a culture of collaboration with cameras on during meetings and a robust Slack environment for communication. - Seven Company-paid Holidays and generous Family Leave.

Drive real-time execution for the Trade Desk and Platform Support Desk, ensuring timely, accurate, and compliant service delivery.
Drive operational efficiency across critical retail client workflows, including payment processing (failed cards/Cosmos), user funding/withdrawals, and KYC/onboarding documentation approvals.
Manage high-volume client escalation queues and enforce standard operating procedures for dynamic customer communications.
Act as the primary operational owner for the proprietary trading platform's customer support experience and technical queues.
Partner directly with Engineering, Product, and Technology teams to triage, escalate, and resolve proprietary platform bugs, outages, and system errors affecting users.
Collaborate with the Director of Risk to monitor and enforce margin, liquidation, and order-rejection parameters.
Maintain contingency and communication plans for platform outages, margin changes, and wide-scale issues (WSIs).
Strategic & FCM Support
Execute daily operational processes involving FCM and clearing partners (e.g., Plus500), including margin updates, trade-error resolution, and workflow coordination.
Implement FCM-directed process or system changes that directly impact live Trade and Support Desk operations.

Manage, mentor, and develop Trade Desk and Platform Specialist staff to ensure professionalism, technical proficiency, and high-pressure readiness.

The compensation offered will take into account internal compensation structure and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors.

Notice Pursuant to 775 ILCS 5/2-102(L).
Topstep LLC uses artificial intelligence ("AI") in connection with its recruitment and hiring process.

Support workforce planning, staffing schedules, and provide input into annual resource and budget forecasts.

Maintain a consistent operational rhythm through fast-paced issue resolution, coverage schedules, and escalation tracking.

Employer
Topstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws.
Interested in the role? Apply today with your resume!
Notice of Use of Artificial Intelligence in Recruitment and Hiring: Notice Pursuant to 775 ILCS 5/2-102(L). Topstep LLC uses artificial intelligence ("AI") in connection with its recruitment and hiring process. Examples include, but are not limited to, AI tools used to improve job descriptions, generate interview questions, draft communications, assist with scheduling, and source candidates, as well as AI features built into third-party platforms such as LinkedIn, Indeed, and Glassdoor. Topstep will not use AI that has the effect of subjecting employees or applicants to discrimination on the basis of any protected class under the Illinois Human Rights Act.

This listing is sourced directly from Topstep's careers page and normalized into a canonical job model.