Director, Client Services

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Welcome to the dynamic world of NinjaTrader! As an industry-leading trading platform and futures broker were 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 worlds 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 were not stopping there. Were 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 youre not just part of a team; youre 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 trueTake it from our employees.

Join us as we redefine whats possible in trading advocate for our customers and continue our journey toward becoming the worlds top retail-focused trading platform in the world.

Whatyoulldo:

Reporting to and collaborating closely with the VP Client Operations you willleadthe continued growth scalability and operational excellence ofNinjaTradersClient 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.

Youlllead 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 onestablishedclear KPIs and service level targets for responsiveness resolution quality operational efficiency and client satisfaction
• Create andmaintainreporting frameworks and dashboards to track performanceidentifytrends 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

Whatyoullneed:

• Bachelors 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 witha track recordof 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 $110000.00 - $150000.00 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 a 401K plan through ADP under which the company will match up to 3.5% of employee contributions. Annual paid time off allowanceaccruesat a rate of23 daysper 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 addition to these weekly remote days we offer:

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

Our Core Benefits Include:

• 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

We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender gender identity or expression or veteran status. We are proud to be an equal opportunity workplace.