# Director, Premium & Wealth

**Company:** [Coinbase](https://hotfix.jobs/companies/coinbase)
**Location:** Charlotte, NC
**Role:** Customer Success
**Salary:** $232k – $232k/yr
**Experience:** 10+ years
**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
**Posted:** 2026-07-16

> 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.

## Job Description

## 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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