Director, Premium & Wealth

ABOUT THE ROLE The Director, Premium & Wealth will steer Coinbase’s global white‑glove service for the highest‑value customers, including high‑net‑worth individuals, VIPs, and prosumers. This executive role owns the end‑to‑end Premium & Wealth operation, driving customer satisfaction, retention, and revenue while building a high‑performing organization of concierges, specialists, and supervisors. As the Head of the Charlotte, NC Center of Excellence, the Director reports directly to CX leadership and collaborates closely with Sales, Compliance, Legal, Risk, and Trading to resolve executive escalations and accelerate product adoption. 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, managing SLAs, backlog, 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. WHAT YOU'LL NEED - 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 (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. - Ability to leverage generative AI responsibly, maintaining human oversight to deliver business‑ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. - Exceptional communication, stakeholder management, and strategic thinking skills, with a passion for delivering world‑class service to high‑value clients. WHY REMOTE Coinbase is a remote‑first company that values flexibility, autonomy, and asynchronous collaboration. Teams operate across time zones, leveraging shared digital tools and clear communication protocols to maintain high performance. While remote work is the norm, quarterly in‑person “surges” bring leaders and teams together for intensive strategy sessions, cross‑functional workshops, and culture‑building activities, ensuring alignment and cohesion across the organization. BENEFITS Competitive health, dental, and vision coverage; generous paid time off and flexible leave policies; a remote‑work stipend to support home‑office setup; a learning and development budget for professional growth; equity and performance‑based bonus opportunities; 401(k) with company match; and access to Coinbase’s global wellness and employee assistance programs.