Job Description:Manager, Operations Support Center

Location: Chicago, IL (flex hybrid)

Building trusted markets —powered by our people. 

The Operations Support Center (OSC) Manager role is served by a capable leader with responsibilities that include oversight of the team responsible for providing customer support and production level operational oversight of one or more Cboe Data Vantage platforms (e.g., LiveVol, DataShop, Silexx, Indices, Trading Floor) as well as supplementary support for other systems supported by the Operations Support Center. This role will primarily be supporting Cboe Data Vantage's LiveVol and DataShop platforms. The OSC Manager’s team is responsible for providing first level world class support in conjunction with solving problems, monitoring systems, industry-wide options obvious error support, and ensuring systems maintain a healthy state and troubleshooting when they are not.  The OSC Manager will regularly liaise with key stakeholders in support of their platform(s) including internal business and technology teams.  They will also act as a point of escalation for customers including options exchanges for theoretical pricing support.  Additionally, the OSC Manager will play a key role with respect to supporting and providing guidance throughout the full project lifecycle to deliver on operational requirements necessary to successfully complete projects that are applicable to their platform(s) on schedule.

Responsibilities:

Technical Support

Lead the support team in providing first level and first-class support answering questions for Cboe LiveVol and DataShop and resolving customer issues related to APIs, trading and features/function using the “Deliver Plus One” standardProvide options pricing decisions based on Options Obvious Error Listing rulesProvide timely and professional communications (internal and external) servicing Operations Support Center (“OSC”) support email queues and providing customer phone supportManage Certification testing and verificationTesting/understanding changes to systems and functionality prior to deploymentLogical port creation and modification of default settingsAnalyze and investigate file delivery issues from SFTP, AWS and other cloud technologies.Provide change management approval for system and customer changes

Trading/Product Support

Develop team strengths and improve on weaknessesRefine procedures and processes to streamline workflows and eliminate manual tasksOrganize and lead team initiatives and meetings related to support mattersCreate an inspirational team environment which fosters trust and open communicationEstablish solid working relationship with business and account coverage teams and provide assistance with data/order type behavior requests as well as escalationsLead the deployment of trading support applications and new features ensuring the team is well versed with any new functionalityAssist third party clients with configuration set-up and troubleshootingManage administrative system configuration changes (end user entitlements, routing rules, port & session creation)Work closely with Data Vantage Software Engineering team to provide timely corrective actions for open issues and to drive improvements to operational tooling that allow for added transparency and increased efficiency for the team

Operational System Monitoring

Perform daily system startup/shutdown checksRespond to system health alerts and provide resolution directly or through proper escalationMonitor systems and keep dashboards healthyMonitor database health toolsAd-hoc project assignments

Job Requirements:

The ideal candidate will possess:

Bachelor’s degree or higher5+ years’ of experience in a leadership roleExcellent written and verbal communication skills5+ years’ experience in a financial securities or technical support positionExperience with equities, options, futures, and/or foreign currency trading required with emphasis on options trading and options theoretical pricing (i.e. greeks).Experience with market analytics (i.e., Time and Sales, Earnings, Volatilities) requiredExperience with cloud technologies such as AWS and Snowflake and strong understanding of file delivery protocols.Vigorous desire to learn Cboe technology and to become an expert with respect to key market structure conceptsAn innovative spirit and a willingness to drive and support positive change to the platform and operational processes and proceduresAbility to establish strong and productive working relationships across departmentsAbility to work well in a dynamic team-oriented environmentAbility participate in weekend testing, weekend system verifications and weekday off-hours on-call support as requiredProficiency in SQL, Windows and Linux desiredStrong troubleshooting, problem-solving, analytical, and customer service skillsCapability to multi-task and prioritizeStrong attention to detail

The Cboe Experience

Whether you are just beginning your career or are a senior-level professional, working at Cboe will offer you countless opportunities to develop skills, make an impact through meaningful contributions, and gain rich experiences at an accelerated pace. By working collaboratively with smart, genuine and hardworking colleagues, you will build enduring relationships through frequent collaboration that will serve you well throughout your career, regardless of your chosen path.  And, along your exceptional career journey at Cboe you’ll receive amazing benefits and robust rewards.

Benefits and Perks of working for Cboe Global Markets 

We value the total wellbeing of our people – including health, financial, personal and social wellness. We believe standard benefits like health insurance and fair pay are a given at any organization. Still, you should know we offer: 

 

Medical Coverage 

Prescription Drug Coverage 

Additional Medical Benefit 

Dental Coverage 

Vision Coverage 

Spending Accounts 

Life and AD&D Insurance 

Retirement Savings Plan 

Employee Stock Purchase Plan (ESPP) 

Voluntary & Additional Benefits 

Paid Time Off 

Equal Employment Opportunity
We're proud to be an equal opportunity employer - and celebrate our associates' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status.

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Our pay ranges are determined by a number of factors, including, but not limited to, role, experience, level, and location. The national new hire base pay range for this job in the United States is $114,750-$141,750. This range represents the minimum and maximum base pay the company expects to offer for new hires working in the position full time. If you live in one of the following areas or if you work in a Cboe office in the following areas, the range may be higher according to the geographic differentials listed below:

 

US Geographic Differentials:

110%: Austin TX, Chicago IL, Denver CO, San Diego CA 

115%: Los Angeles CA, Seattle WA 

120%: Boston MA, Washington DC 

125%: New York City NY  

130%: San Francisco CA 

 

Within the range, individual pay is determined by a number of factors, including, but not limited to, work location, job-related skills, experience, and relevant education or training. In addition to base pay, our total rewards program includes an annual variable pay program and benefits including healthcare (medical, dental and vision), 401 (k) with a generous company match, life and disability insurance, paid time off, market-leading tuition assistance, and much more!  Your recruiter will provide more details about the total compensation package, including variable pay and benefits, during the hiring process. For further information on our total rewards program, visit TOTAL REWARDS @CBOE. 

 

Any communication from Cboe regarding this position will only come from a Cboe recruiter who has a @cboe.com email or via LinkedIn Recruiter. Cboe does not use any other third party communication tools for recruiting purposes.