Director of Operations

The Director of Operations is responsible for leading daily operations for the Trade Desk and Support Desk, ensuring timely, accurate, and compliant service delivery. They will maintain consistent operational rhythm through meetings, coverage schedules, and escalation tracking, as well as enforce standard operating procedures and approved customer communication workflows. This role will also track service levels, monitor issue resolution, and oversee queue management to ensure reliable and responsive operations. The Director will collaborate with Compliance, Risk, Technology, Marketing, Product, and Finance teams to align procedures, ensure data integrity, and enhance the overall trader experience. They will work closely with the Back Office and New Accounts Directors to deliver a seamless end-to-end customer experience from onboarding through account servicing. They will also participate in organization-wide readiness programs, including Information Systems Security Program (ISSP), Third-Party Service Provider (TPSP), and Business Continuity and Disaster Recovery (BCDR) testing.