Who We Are:

TradeStation is an online brokerage firm seeking to level the playing field for self-directed investors and traders, empowering them to claim their individual financial edge.  At TradeStation, we're continuously pushing the boundaries of what's possible, encouraging out-of-the-box thinking and relentless search for innovation.

What We Are Looking For:
As the Customer Retention and Satisfaction Sr. Product Manager at TradeStation, you will play a pivotal role in executing on a comprehensive customer service strategy that enhances customer satisfaction and retention. You will lead initiatives to create and optimize self-service tools, design effective communication strategies, and establish a robust customer feedback loop. Additionally, you will define and track performance metrics, ensuring that our service initiatives meet business goals and customer needs. This role requires very close collaboration with cross-functional teams and reporting up to executive stakeholders.

The ideal candidate will have a deep understanding of active trading needs, the customer journey and will be able to identify opportunities to improve retention and overall customer satisfaction. This individual will be a great collaborator who strives to achieve high standards while executing key product management responsibilities including conducting competitive and swot analysis, contributing to the product vision and strategy, defining the business requirements and priority of product initiatives, understanding customer segmentation, and creating ways to identify customer needs.

What You'll Be Doing:

• Service Strategy Roadmap and Delivery:
  • Collaborate with the Customer Experience leadership, to develop and execute a comprehensive customer service strategy that enhances customer satisfaction and retention
  • Collaborate with cross-functional teams to identify and address customer pain points and needs
• Self-Service Development:
  • Manage the development and optimization of self-service tools and resources, such as knowledge bases, FAQs, chatbots, and online help centers
  • Monitor and analyze usage data to continuously improve self-service effectiveness and user experience
• Messaging and Communication as a Product:
  • Design and implement communication strategies that keep customers informed and engaged within the TradeStation product experience
  • Assist in developing a roadmap on how, when, and where to communicate with customers within TradeStation products
  • Establish communication governance
• Retention / customer satisfaction:
  • Retain and create loyal clients by optimizing the experience and by providing the highest customer satisfaction
  • Solve existing gaps/pain points and increase customer satisfaction directly within areas related to retention and service
• Customer Feedback as a Product:
  • Establish and maintain a robust feedback loop with customers to gather insights and drive continuous improvement
  • Analyze customer feedback and data to inform product decisions and prioritize enhancements
• Performance Metrics:
  • Manage and track key performance indicators (KPIs) to measure the success of customer service and communication initiatives
  • Report on performance metrics and make data-driven recommendations for improvements
• Collaboration and Leadership:
  • Act as a liaison between the customer service team and other departments to ensure alignment and effective execution of service strategies

The Skills You Bring:

• Deep understanding of trader behavior and a relentless focus on meeting and exceeding their expectations to drive engagement
• Proven ability to implement trader retention strategies and best practices in an agile environment, ensuring rapid and iterative improvements
• Strong understanding of customer service principles and best practices
• Excellent with customer communication and interpersonal skills
• Proficiency in using customer support tools and platforms
• Strong capability to gather, analyze, and leverage data and customer feedback to enhance product features and activation tactics
• Keen interest in staying ahead of market trends in fintech and technology to incorporate cutting-edge features and functionalities that retain traders and keep customer satisfaction high
• Exceptional leadership skills to inspire and guide a team of product managers, fostering collaboration and a shared vision for customer satisfaction and retention
• Highly organized with a strong ability to prioritize and manage multiple initiatives simultaneously, ensuring successful implementation of retention strategies
• Proven experience in developing and implementing customer service strategies and self-service solutions
• Successful track record of delivering software product enhancements

Minimum Qualifications:

• Bachelor's degree in business, finance, or related field
• Minimum of 7 years of experience in product management, with a focus on customer service, self-service, or customer communication
• Minimum of 3 years working with a retail brokerage firm

Desired Qualifications:

• Expertise in fintech in the areas of investing, trading, wealth management, or asset management
• Advanced degree or relevant certifications are a plus

What We Offer:

• Collaborative work environment
• Competitive Salaries
• Yearly bonus and generous 401k plan
• Comprehensive benefits for you and your family starting Day 1, including a Veterinary Discount Plan!
• Unlimited Paid Time Off
• Flexible working environment
• TradeStation Account employee benefits, as well as full access to trading education materials
• Pay Range (US) $134-152K (Countries outside of the US have differing ranges in accordance with local labor markets

TradeStation provides equal employment opportunities to current and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, sexual orientation, age, pregnancy, disability, handicap, citizenship, veteran or marital status, or any other legally recognized status entitled to protection under federal, state, or local anti-discrimination laws.

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