Role at a glance
- Salary
- $232.1K/yr
- Location
- Charlotte, North Carolina, United States Office - Charlotte NC, North Carolina, United States
- Work arrangement
- Remote
- Employment
- Full-time
- Experience
- 10+ years of progressive experience
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Role Summary
The Director of Premium & Wealth leads Coinbase’s global white-glove service operation for high-value customers, including high-net-worth individuals, VIPs, and prosumers. The role heads the Charlotte, NC Center of Excellence and focuses on customer satisfaction, retention, loyalty, operational compliance, and organizational performance.
What You'll Do
- Own the strategic vision and execution for Premium & Wealth
- Lead 24/7 global operations, including SLAs, backlog management, DSAT recovery, and regulatory guardrails
- Partner with CX Strategic Programs, CX Intelligence, Sales, Compliance, Legal, and Risk on escalations and VIP engagement
- Drive operational compliance across trading workflows, client suitability, execution quality, and complaint resolution
- Build, mentor, and develop a global organization of Concierges, Premium Inbound Specialists, and Supervisors
Generated from the employer's posting. Verify important details before applying.
View full postingQualifications
10+ years of progressive experience in wealth management, RIAs, private banking, or premium fintech client operations, including at least 5 years in senior organizational leadership across multiple geographies. Prior or current FINRA licensing or equivalent international registrations, or direct leadership of licensed teams. Experience using operational metrics, regulated trading workflows, and responsible generative AI.
Required
- 10+ years of progressive experience in wealth management, RIAs, private banking, or premium fintech client operations
- 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...
- Experience using operational metrics including CSAT, SLAs, retention, and revenue to drive business decisions and team performance in a...
- Familiarity with regulated trading workflows including equities, options, margin, best-execution, complaints, and surveillance
- Utilizes generative AI responsibly, maintaining human oversight
Original job description
Content provided by the employer
Original job description
Content provided by the employer
Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.
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.
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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)).
- 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 will be considered consistent with applicable federal, state, and local laws.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- 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.
About the company
Coinbase
Large Enterprise
Coinbase is a leading cryptocurrency exchange platform that enables users to buy, sell, and manage digital currencies such as Bitcoin, Ethereum, and many others. Founded in 2012, the company is headquartered in San Francisco and has grown to serve millions of users globally, providing a secure and user-friendly experience for both novice and experienced traders. Coinbase aims to create an open financial system for the world, advocating for the adoption of digital currencies while ensuring compliance with regulatory standards in various markets. Through its innovative products and services, Coinbase seeks to empower individuals and institutions to transact in cryptocurrencies with confidence.
Coinbase is a leading cryptocurrency exchange platform that enables users to buy, sell, and manage digital currencies such as Bitcoin, Ethereum, and many others. Founded in 2012, the company is headquartered in San Francisco and has grown to serve millions of users globally, providing a secure and user-friendly experience for both novice and experienced traders. Coinbase aims to create an open financial system for the world, advocating for the adoption of digital currencies while ensuring compliance with regulatory standards in various markets. Through its innovative products and services, Coinbase seeks to empower individuals and institutions to transact in cryptocurrencies with confidence.