NinjaTrader · 1 day ago
Director, Client Services
Chicago, IL
Full-time
Hybrid
Senior Level, Lead/Staff
$110K/yr - $150K/yr
8+ years expNinjaTrader is an industry-leading trading platform and futures broker dedicated to empowering traders. The Director of Client Services will lead the growth and operational excellence of the Client Services organization, ensuring a high-quality client experience and supporting a global, 24/7 operating model.
FinTechSoftwareTrading Platform
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
Qualification
Required
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
Preferred
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)
Benefits
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.
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
Company
NinjaTrader
NinjaTrader provides trading software and brokerage services for futures, forex, and equities markets.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Long Ridge Equity Partners
2025-03-20Acquired
2020-01-06Private Equity
Leadership Team
M
Martin Franchi
Chief Executive Officer
Ryan Pitylak
Executive Vice President of Growth
Recent News
Fintech News Malaysia
2026-01-16
2026-01-16
2026-01-13
Company data provided by crunchbase