Head of Trader Experience

Summary 

The Head of Trader Experience is a strategic senior leadership role responsible for shaping and leading the full spectrum of the trader journey, ensuring that every interaction is best-in-class and aligned with the company’s mission to be the most trusted and renowned trading experience in the industry. This role sits at the intersection of operational excellence, customer success, coaching engagement, and brand elevation, ensuring all departments that influence the trader experience are driving performance, innovation, and value.

Working cross-departmentally, this leader will be focused on optimizing and continually refining service delivery, community engagement, trader coaching, and operational processes to provide a consistent, high-impact experience. This role will act as the voice of the trader within the organization; proactively identifying and addressing gaps, benchmarking against competitors, and driving initiatives that continuously improve satisfaction, performance, and loyalty.

Key Responsibilities 

Strategic Leadership

• 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.

Operational Oversight

• 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 cross-departmentally, ensure that daily execution and long-term planning are aligned with excellence and efficiency

Insights & Competitive Intelligence

• 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.
• Serve as the pulse of the trader, delivering insight-based recommendations to the Senior Leadership team for continuous enhancement of the program.

Problem Solving & Decision Making

• Act quickly to identify emerging issues or inefficiencies that impact the trader experience.
• Drive root-cause analysis and implement sustainable solutions in collaboration with internal teams.

Team Leadership

• 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.

Required Qualifications and Key Competencies

• 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.
• 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.

What Success Looks Like

• Increased trader satisfaction and loyalty scores across multiple touchpoints.
• Strong internal alignment and ownership of trader experience metrics across departments.
• Market-leading reputation for excellence in service, support, and community engagement.
• Continuous innovation driven by data, feedback, and competitive awareness.

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. 
• 9 Company paid Holidays and generous Family Leave. Paid time off is accrued monthly.
• Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees 
• Vacations are encouraged with a bonus for taking 5 consecutive days. Employee referrals are bonused. Topstep offers a food and groceries budget and contributes towards health and wellness.

New Hire Base Salary Range

• $275,000-$300,000
• Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents.
• 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.

Equal Opportunity 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 and cover letter!