CoinbaseCustomer ExperienceRemote

Director, Premium & Wealth

Charlotte, NCFull-timeDirector$232,050 – $232,050
Posted Jul 16, 2026Deadline: Keep Open
Job SnapshotActively hiring
LocationCharlotte, NC
Job typeFull-time
Salary$232,050 – $232,050
DeadlineKeep Open

Finjobsly Role Intelligence

Experience level
Director
Work style
Remote
Visa sponsorship
Not specified
Salary
$232,050 – $232,050
Key skills
ComplianceTrading

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57

Happiness score

57/100

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mid-2026From the webCoinbase

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mid-2025From the webCoinbase Investor Relations

AI Generated Insights

Finjobsly Intelligence— Generated from the employer's job description

What you'll own

Define and execute the strategic vision for Premium & Wealth, overseeing 24/7 global operations, SLAs, backlog, and regulatory compliance for high‑value client cases.

What they're looking for

10+ years in wealth management or premium fintech client operations, with at least 5 years leading multi‑geography teams and FINRA (or equivalent) licensing experience.

Why this role matters

The role safeguards and grows Coinbase’s most valuable customers, directly impacting satisfaction, retention, revenue, and compliance across regulated trading workflows.

Best suited to

A seasoned, results‑driven leader who thrives in high‑stakes, fast‑paced environments, can manage global teams, navigate complex financial regulations, and leverage AI for operational efficiency.

Fintech requirements

Visa sponsorship: No
Work arrangement: remote

About this role

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.

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.
  • 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.

More about this role

About company

Required skills

ComplianceTrading