Director, Premium & Wealth

Coinbase
Charlotte
Workplace: OnsiteFull timeUSD 232,050+ annuallyFunction: Executive & General ManagementExperience: 10+ yearsSkills: ["Leadership","Collaboration","Accountability","Decision-making"]

Lead, scale, and deliver white-glove Premium & Wealth service for Coinbase’s highest-value customers, including high-net-worth individuals, VIPs, and prosumers. Own the end-to-end Premium & Wealth operation globally—driving CSAT, retention, and loyalty. Manage 24/7 operational execution with SLAs, backlog, DSAT recovery, and compliance for high-stakes trading and complaint scenarios, while building and mentoring a global concierge organization.

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FursaFursa
Coinbase
Coinbase
1 month ago

Director, Premium & Wealth

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Last checked: 18 hours agoStatus: Live

Job Summary

Lead, scale, and deliver white-glove Premium & Wealth service for Coinbase’s highest-value customers, including high-net-worth individuals, VIPs, and prosumers. Own the end-to-end Premium & Wealth operation globally—driving CSAT, retention, and loyalty. Manage 24/7 operational execution with SLAs, backlog, DSAT recovery, and compliance for high-stakes trading and complaint scenarios, while building and mentoring a global concierge organization.
Location: Charlotte
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •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 and trading disputes.
  • •Partner cross-functionally with CX Strategic Programs, CX Intelligence, Sales, Compliance, Legal, and Risk to resolve executive escalations and drive VIP engagement.
  • •Drive operational compliance across trading workflows, client suitability, execution quality, and complaint resolution in partnership with Trading and Compliance.
  • •Build, mentor, and develop a high-performing global team of concierges, Premium Inbound Specialists, and supervisors.

Pay and Benefits

Salary: USD 232,050 annually
Equity and Bonus:Equity
Perks:MedicalDentalVision401k

Key Requirements

  • •10+ years in wealth management, RIAs, private banking, or premium fintech client operations, with 5+ years in senior 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 leadership of licensed teams in a broker-dealer or wealth management environment.
  • •Proven track record using operational metrics (CSAT, SLAs, retention, revenue) to drive business decisions and sustain team performance in a 24/7 environment.
  • •Familiarity with regulated trading workflows (equities, options, margin, best-execution, complaints, surveillance) and how they appear in CX interactions and escalation paths.
  • •Ability to use generative AI responsibly with human oversight to improve workflow efficiency, cost, and quality.
Experience:10+ yearsWealth managementPrivate bankingFintech
Skills:LeadershipCollaborationAccountabilityDecision-making
Licenses:FINRA licensing
Certifications:FINRA Series 7FINRA Series 24FINRA Series 63FINRA Series 65FINRA Series 66
Tech Stack:Generative AI

Company Brief

Coinbase
Operates a cryptocurrency exchange and financial services platform that enables buying, selling, storing, and earning crypto assets, institutional trading, custody, and developer tools for blockchain applications.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn