Director of Trading & Platform Operations

Summary

The Director of Trading & Platform Operations oversees the daily execution of high-stakes, real-time activities across the Trade Desk and Platform Support Desk, ensuring operations are efficient, compliant, and scalable. This role provides front-line supervisory oversight over live market risk and the proprietary platform customer experience. By driving process improvement and strengthening cross-departmental communication, this leader ensures consistent, high-quality service under NFA and CFTC standards.

Key Responsibilities

Oversee Daily Trading & Desk Operations

• 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.
• Maintain a consistent operational rhythm through fast-paced issue resolution, coverage schedules, and escalation tracking.
• Identify process bottlenecks and recommend technology or workflow improvements to increase execution speed and efficiency.

Platform & System Management

• 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.
• Provide operational input into enterprise-level initiatives, prioritizing platform scalability, automation, and user experience enhancements.

Risk & Controls

• Act as the ultimate operational escalation point for real-time trading issues, complex execution concerns, and automated or manual liquidations.
• 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).
• Participate in post-incident reviews and recommend rapid process or control improvements to prevent recurrence.

Supervision & Compliance

• Ensure rigorous adherence to NFA and CFTC operational and record-keeping standards (e.g., CFTC Rule 1.31 retention requirements).