As the Director of Premium & Wealth, you'll lead, scale, and deliver white-glove service for Coinbase's highest-value customers, including high-net-worth individuals, VIPs, and prosumers. You'll own the end-to-end Premium & Wealth operation globally, driving customer satisfaction, retention, and loyalty while building a high-performing organization of concierges, specialists, and supervisors. This role serves as the Head of our 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 CSAT, retention, and revenue across Coinbase's highest-value user segments
- Lead 24/7 global operations including SLAs, backlog management, DSAT 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 (CSAT, 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
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
P77118
#LI-Onsite
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-$232,050 USD
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
