Director, Premium & Wealth

coinbase· Customer Experience
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📍 Charlotte, NC

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.

Frequently Asked Questions

Is the salary disclosed for the Director, Premium & Wealth position at coinbase?
The salary for this Director, Premium & Wealth role at coinbase is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Director, Premium & Wealth position at coinbase located?
This Director, Premium & Wealth role at coinbase is based in Charlotte, NC. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the Director, Premium & Wealth at coinbase belong to?
This Director, Premium & Wealth position is part of the Customer Experience department at coinbase. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Director, Premium & Wealth position at coinbase?
Click the "Apply Now" button on this page. You will be redirected to coinbase's official application portal hosted on greenhouse where you can submit your application directly.
When was the Director, Premium & Wealth job at coinbase posted?
This Director, Premium & Wealth position at coinbase was posted on Jul 16, 2026. Apply as soon as possible — early applications are often reviewed first.
Director, Premium & Wealth
coinbase
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