Director, Premium & Wealth
Lead global Premium & Wealth operations at Coinbase, delivering white-glove service to high-net-worth, VIP, and prosumer clients. Own strategy, 24/7 execution, compliance, cross-functional partnerships, and build a high-performing global team of concierges and specialists to drive CSAT, retention, and revenue.
About the job
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.
Skills
Wealth Management, Finra Licensing, Series 7, Series 24, Series 63, Series 65, Series 66, Regulatory Compliance, Csat, Sla Management, Retention Metrics, Trading Workflows, Generative AI
Similar jobs
Customer Success jobs
Hightouch
United States
Leads and scales a team of Technical Architects supporting enterprise customers from onboarding through retention and expansion. Requires 8–10 years in client-facing or technology-focused roles, people-management experience, and deep expertise in enterprise implementations, APIs, databases, and data integration.
Sprig
San Francisco, CA
Leads Sprig’s Customer Success organization across CSM and CSE teams, owning retention, adoption, expansion, customer health, and strategic customer outcomes. Requires 8+ years in B2B SaaS or enterprise Customer Success and 3+ years of leadership experience.
Temporal
United States
Leads the global developer success organization, building scalable technical support operations, escalation discipline, quality systems, and engineering enablement for a deeply technical B2B product. The role requires 12+ years of technical customer-facing experience and 5+ years leading support or customer-facing engineering teams.
Collective Intelligence Project
San Francisco, CA
Leads and builds Collective’s integrated Member Experience organization, designing tiered support and success coverage, automation-assisted service, intervention systems, and performance metrics. Requires 8+ years leading customer-facing service functions and strong expertise in scaling high-trust operations.
Ramp
New York, NYLeads Phone, Email, and Chat customer experience operations in a 24/7 environment, developing managers, improving performance, and scaling AI-enabled workflows. Requires experience leading complex operational teams, strong analytical and communication skills, and a high-ownership approach to customer-facing operations.