Director, Client Services

What you'll do:

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.

In this role you will:

• 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

What you'll need:

• 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

Bonus points for:

• 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)

Compensation:

The salary range for this role will be $110,000.00 - $150,000.00 USD. In addition, this position will also receive an annual target bonus of 15%. Bonus pay at NinjaTrader is based on individual performance (50%) as well as company/team performance (50%).

Salary and bonus earnings are only two components of the total compensation package offered by NinjaTrader. 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.

Location:

This role is based in Chicago, IL. We are not open to remote candidates for this role

Hybrid:

For Chicago-based employees, we follow a hybrid work schedule: In-office Tuesday through Thursday, with remote work on Mondays and Fridays. In addition to these weekly remote days, we offer:

• 20 additional flex remote days annually
• 5 Company Wide Office-Optional weeks tied to major holidays