Director, Premium & Wealth
Overview
The Director of Premium & Wealth at Coinbase leads, scales, and delivers exceptional service for Coinbase's highest-value customers, including high-net-worth individuals, VIPs, and prosumers. This role serves as the Head of the Charlotte, NC Center of Excellence and reports directly into CX leadership.
What You'll Do
Own the strategic vision and execution for Premium & Wealth, maximizing Customer Satisfaction, Retention, and Revenue across Coinbase's highest-value user segments.
Lead 24/7 global operations including Service Level Agreements (SLAs), backlog management, Data Subject Access Requests (DSAR) recovery, and regulatory guardrails for high-stakes cases involving funds at risk, large AUC, and complex trading disputes.
Partner cross-functionally with CX Strategic Programs, CX Intelligence, Sales, Compliance, Legal, and Risk to resolve executive escalations, accelerate product adoption, and drive VIP engagement.
Drive operational compliance across trading workflows, client suitability, execution quality, and complaint resolution in close partnership with Trading leadership and Compliance.
Build, mentor, and develop a high-performing global organization of Concierges, Premium Inbound Specialists, and Supervisors, fostering a culture of collaboration, innovation, and accountability.
Required Skills and Experience
10+ years of progressive experience in wealth management, RIAs, private banking, or premium fintech client operations, with at least 5 years in senior organizational leadership managing managers and senior ICs across multiple geographies.
Prior or current FINRA licensing (e.g., Series 7/24/63/65/66) or equivalent international registrations, or demonstrated direct leadership of licensed teams in a broker-dealer or wealth management environment.
Proven track record of using operational metrics (Customer Satisfaction, SLAs, retention, revenue) to drive business decisions and deliver sustained team performance in a 24/7 environment.
Demonstrated familiarity with regulated trading workflows (equities, options, margin, best-execution, complaints, surveillance) and how they manifest in CX interactions and escalation paths.
Uses generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Pay Transparency Notice
Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)). Annual base salary range (excluding equity and bonus): $232,050 USD - $232,050 USD.
Application Limit
Candidates may submit a maximum of 3 applications within a 6-month period.
Equal Opportunity Employer
Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.
Applicants with Criminal Histories
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Data Privacy & Arbitration
By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.