Director, Client Services
NinjaTrader is seeking a Director of Client Services to lead and enhance its Client Services organization. This role is pivotal in evolving the team toward a global, 24/7 support model, ensuring a consistently high-quality client experience across all time zones and communication channels, including phone, chat, and email. The Director will report to and collaborate closely with the VP of Client Operations to drive the growth, scalability, and operational excellence of the Client Services team.
Key responsibilities include defining and executing the vision and strategy for the Client Services organization, leading and scaling a high-performing team capable of supporting clients globally, and delivering on established KPIs and service level targets. The Director will also create and maintain reporting frameworks to track performance, refine staffing models aligned with client demand, and oversee onboarding, training, and development programs to ensure team success. Additionally, the role involves collaborating 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.
The ideal candidate will possess a bachelor's degree or equivalent practical experience, along with 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 in scaling and operating complex service organizations, ideally with global, multi-channel, or 24/7 support models, is essential. Strong operational and analytical skills, solid business acumen, and the ability to lead through change and influence cross-functional partners are also required. Excellent communication, leadership, and coaching skills are a must.
The compensation for this role includes a salary range of $110,000 to $150,000 USD, with an additional annual target bonus of 15%. NinjaTrader offers a comprehensive benefits package, including a 401K plan with a 3.5% company match, generous paid time off, paid parental bonding leave, and health, vision, and dental coverage. The position is based in Chicago, IL, following a hybrid work schedule with in-office days from Tuesday through Thursday and remote work on Mondays and Fridays.
NinjaTrader fosters a dynamic culture focused on social connection, professional development, and employee recognition initiatives. The company is committed to innovation, providing employees with opportunities to contribute to the evolution of the futures industry and to be part of a movement redefining what's possible in trading.