Director, Premium & Wealth

United States Digital Space LLC; United States; Hybrid; USD 209,000 - 255,000; Full time

Benefits offered by this job

Equity eligibility

Medical, dental, vision

401(k) with company match

Remote-first, quarterly in-person surs

Job summary

United States Digital Space LLC seeks a senior leader to own the strategic vision and execution for Premium & Wealth, driving CSAT, retention, and revenue across top client segments. You will supervise 24/7 global operations, ensure regulatory guardrails, and partner with CX, Sales, Compliance, Legal, and Risk to resolve escalations.

You will mentor a global Concierge and Premium Inbound team, focusing on cost-efficient, high-quality outcomes while integrating AI with human oversight to improve

Qualifications

• 10+ years of progressive experience in wealth management, RIAs, private banking, or premium fintech client operations.
• 5+ years in senior organizational leadership managing managers and senior ICs across multiple geographies.
• FINRA licensing (e.g., Series 7/24/63/65/66) or equivalent international registrations.
• Proven ability to use metrics (CSAT, SLAs, retention, revenue) to drive decisions in a 24/7 environment.
• Familiarity with regulated trading workflows (equities, options, margin, best-execution, complaints, surveillance).
• Responsible use of generative AI with human oversight to improve workflow efficiency, cost, and quality.

Responsibilities

• Own the strategic vision and execution for Premium & Wealth, maximizing CSAT, retention, and revenue across high-value user segments.
• Lead 24/7 global operations including SLAs, backlog management, DSAT recovery, and regulatory guardrails for high-stakes cases.
• Partner cross-functionally with CX Strategic Programs, CX Intelligence, Sales, Compliance, Legal, and Risk to resolve escalations and drive VIP engagement.
• Drive operational compliance across trading workflows, client suitability, execution quality, and complaint resolution with Trading leadership and Compliance.
• Build, mentor, and develop a high-performing global organization of Concierges, Premium Inbound Specialists, and Supervisors.

Skills

Wealth management

People leadership

Operations metrics

AI governance

Job description

Ready to do the most impactful work of your career? At the company, 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. the company 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 the company.

What you’ll do:

• Own the strategic vision and execution for Premium & Wealth, maximizing CSAT, retention, and revenue across the company'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: the company 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]the company.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.