Director, Client Services

NinjaTrader•Chicago, IL

5d•$110,000 - $150,000•Hybrid

About The Position

Welcome to the dynamic world of NinjaTrader! As an industry-leading trading platform and futures broker, we're empowering traders to take control of their financial destiny. How do we do it? We provide cutting-edge products and services that enhance the trading journey. Whether a seasoned pro or just starting out, NinjaTrader equips traders with award-winning software and brokerage services to navigate the world's leading financial markets with confidence. Our growth story is nothing short of exhilarating. Since 2003, NinjaTrader has been dedicated to understanding and supporting traders on their journey toward trading triumph. Through those efforts, our user base has grown to over 2 million users and we have become the number one rated futures brokerage worldwide. But we're not stopping there. We're constantly evolving, pushing boundaries, and modernizing the futures industry. Our commitment to innovation means users will always have access to dynamic tools, real-time support, and a community of like-minded traders. So, why work at NinjaTrader? Here, you're not just part of a team; you're part of a movement. We empower employees to reach new heights in their careers by providing a dynamic culture focused on social connection, professional development, and employee recognition initiatives. Sounds too good to be true? Take it from our employees. Join us as we redefine what's possible in trading, advocate for our customers, and continue our journey toward becoming the world's top retail-focused trading platform in the world. Reporting to and collaborating closely with the VP, Client Operations, you will lead the continued growth, scalability, and operational excellence of NinjaTrader’s Client Services organization. This role plays a key part in evolving the team toward a global, 24/7 operating model while delivering a consistently high-quality client experience across all time zones and channels, including phone, chat, and email. You’ll lead a multi-site organization, develop strong people leaders, and connect day-to-day execution with long-term business goals. This role blends strategic leadership, coaching, and operational oversight, and is ideal for a data-driven leader who thrives in fast-paced, client-centric environments.

Requirements

Bachelor’s degree or equivalent practical experience
8 to 10+ years of experience in Client Services, Customer Support, or Customer Success, including at least five years in people management roles within B2C environments
Proven experience scaling and operating complex service organizations, ideally with global, multi-channel, or 24/7 support models
Strong operational and analytical skills, with a track record of using data to guide decisions and drive outcomes
Solid business acumen and the ability to connect Client Services initiatives to broader company goals
Demonstrated ability to lead through change, navigate ambiguity, and influence cross-functional partners
Excellent communication, leadership, and coaching skills

Nice To Haves

Experience in financial services, trading technology, or FinTech environments
Background in workforce management, quality assurance frameworks, or automation within support organizations
Prior leadership of multi-channel support teams (phone, chat, email)

Responsibilities

Collaborate with the VP, Client Operations to define and execute the vision, strategy, and operating model for the Client Services organization, including the evolution to a 24/7 global support model
Lead and scale a high-performing team capable of supporting clients across multiple time zones and communication channels
Deliver on established clear KPIs and service level targets for responsiveness, resolution quality, operational efficiency, and client satisfaction
Create and maintain reporting frameworks and dashboards to track performance, identify trends, and support data-driven decision making
Refine staffing models, forecasting, and scheduling strategies aligned with client demand, seasonality, and business growth
Oversee onboarding, training, and ongoing development programs to ensure managers and representatives are set up for success
Partner with the People function to strengthen hiring, assessment, and workforce planning processes to meet evolving demand
Lead, mentor, and develop managers, providing guidance on coaching, performance management, and career progression
Support continuous skill development for representatives through structured training, playbooks, and individualized coaching
Collaborate cross-functionally with Product, Brokerage Operations, Compliance, Marketing, Growth, and Technology teams to improve the client experience and ensure client feedback informs platform and process improvements
Partner with Technology and AI teams to enhance automation, routing, self-service capabilities, and overall operational efficiency
Ensure Client Services practices meet regulatory requirements and align with company policies and quality standards
Foster a high-performance, accountable culture focused on continuous improvement, client satisfaction, and employee development
Represent the Client Services organization in executive discussions and strategic planning as needed, in partnership with the VP, Client Services

Benefits

NinjaTrader offers a 401K plan through ADP under which the company will match up to 3.5% of employee contributions.
Annual paid time off allowance accrues at a rate of 23 days per year plus seven paid holidays.
20 additional flex remote days annually
5 Company Wide Office-Optional weeks tied to major holidays
Generous PTO
7 Paid Holidays Annually + 5 Conditional Holidays Annually
1 Service Day Annually
401k with 3.5% Company Match
Paid Parental Bonding Leave
Health, Vision, Dental Coverage
Life and Disability Insurance Covered 100% by NinjaTrader