Director, Client Services

Overview

JOIN US ON OUR MISSION TO BECOME THE #1 RETAIL TRADING PLATFORM IN THE WORLD. Welcome to the dynamic world of Ninja Trader! As an industry-leading trading platform and futures broker, we're empowering traders to take control of their financial destiny. We provide cutting-edge products and services that enhance the trading journey. Ninja Trader equips traders with award-winning software and brokerage services to navigate the world's leading financial markets with confidence.

Since 2003, Ninja Trader has supported traders on their journey toward trading triumph, growing to over 2 million users and becoming the number one rated futures brokerage worldwide. We are committed to innovation with dynamic tools, real-time support, and a community of like-minded traders.

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 Ninja Trader’s Client Services organization. This role aims to evolve 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.

• 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

• 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…