Sr Director Client Services - EXCH

The Trading Services team is responsible for the analysis and support of all trading and technical related inquiries for Nasdaq equities markets and related products. The leader of the Trading Services team will be responsible for providing efficient and high quality client services to our North American Markets customers. Responsible for continuing development and improvement of the client services with the overall objective of driving efficiency and increasing service quality. This position is responsible for both trading and technical support.

• Manage the day-to-day operations of the Nasdaq Trading and Subscriber Services groups, handling all trading and technical inquiries from internal and external customers.
• Oversee technical support for all ancillary products such as WorkX, Customer Portal, and FINRA products.
• Drive and lead incident resolution during major crisis situations.
• Manage the communication process during major outages in order to ensure the best outcome for our customers.
• Ensure timely response and resolution of escalated customer issues.
• Design and implement process and procedural changes to improve the efficiency and self-sufficiency of the Trading Services team.
• Empower team members to drive new ideas and initiatives that add value for customers and the department.
• Collaborate with the product and software teams during the development process and enhancement of products to ensure that customer and regulatory needs are met.
• Manage and improve the client certification and testing process to ensure proper adoption by our customer base.
• Manage of the Nasdaq Market Operations Business Continuity Plan (BCP).
• Supervise the Trade Desk functions for the Nasdaq IPO launch process.
• Manage and own the customer relationship as it pertains to support and operational issues.

• Education Required: B.S. in Business, Computer Science, Information Systems, a related discipline, or equivalent work experience
• Experience Required: 5+ years
• Familiarity with FIX and other trading protocols
• Knowledge of Equities market structure
• Understanding of Nasdaq systems a plus

Come as You Are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

What We Offer

We're proud to offer a competitive rewards package that is meaningful, recognizes the unique needs of our employees and their families and incentivizes employees for their contribution to Nasdaq's overall success.

In addition to base salary, Nasdaq offers significant other compensation (annual bonus/commissions and equity), benefits, and opportunity for growth. Exact compensation may vary based on several job-related factors that are unique to each candidate, including but not limited to: skill set, experience, education/training, business needs and market demands.

Nasdaq's programs and rewards are intended to allow our employees to:

• Secure Wealth: 401(k) program with 6% employer match, Employee Stock Purchase Program with 15% discount, Student loan repayment program up to $10k, Company paid life and disability plans, Generous paid time off
• Prioritize Health: Comprehensive medical, dental and vision coverage, Health spending account with employer contribution, Paid flex days to support mental wellbeing, Gym membership discounts
• Care for Family: Hybrid home/office schedule (for most positions), Paid parental leave, Fertility benefits, Paid bereavement leave
• Connect with Community: Company gift matching program, Employee resource groups, Paid volunteer days
• Grow Career: Education Assistance Program, Robust job skills training and Professional development opportunities

For more information, visit Nasdaq Benefits & Rewards Career page