Senior Manager, Customer Complaints

Job description

## **Who We Are** At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom. OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves. Across our multiple offices globally, we are united by our core principles: *We Before Me*, *Do the Right Thing*, and *Get Things Done*. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er. OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more. ## **About the Opportunity** The Compliance function at OKX is responsible for the overall compliance culture at the company. We’re a team of risk-minded problem solvers who advise the business on the company’s regulatory obligations and enterprise risk. In this role, you will own OKX's Global Customer Complaints Program and report directly to the Compliance Chief of Staff. You will work closely with Local Compliance, Legal, Customer Support, Product, Operations, and Risk teams to promote consistent complaint handling across jurisdictions, maintain alignment with regulatory requirements, and provide effective second-line oversight and challenge. A key part of the role will be turning customer complaints into actionable compliance and conduct-risk intelligence. You will oversee complaints governance and quality assurance, identify trends and potential systemic issues, support root-cause analysis and remediation, and provide senior leadership with clear reporting on customer outcomes and emerging risks. You will also support the development, coordination, and tracking of responses to regulators, working directly with Legal and Local Compliance teams on regulatory inquiries, escalated complaints, and related supervisory matters. This requires strong regulatory judgment, excellent written communication, and the ability to coordinate complex matters across multiple teams and jurisdictions. ## **What You’ll Be Doing** - Develop, coordinate, and track responses to regulatory inquiries, examinations, and escalated complaints, partnering with Legal and Local Compliance teams to gather and validate facts, prepare clear and defensible responses, manage review and approval processes, meet regulatory deadlines, and track resulting commitments, remediation, and follow-up through closure. - Maintain global regulatory alignment by partnering with local Heads of Compliance to identify changes in jurisdictional requirements and ensure global policies, standards, procedures, and local requirements remain current and appropriately implemented. - Oversee the end-to-end complaints control framework, including complaint identification and classification, regulatory and internal service-level requirements, escalation thresholds, documentation standards, investigation and resolution expectations, and closed-loop validation. - Own the second-line oversight and quality assurance, including risk-based testing of complaint handling, identification of control gaps and customer-outcome issues, tracking of remediation, and escalation of issues. - Turn complaint data into actionable compliance and conduct-risk intelligence by monitoring trends, recurring issues, root causes, regulatory complaints, overdue cases, customer outcomes, and potential systemic issues requiring broader investigation or remediation. - Own complaints governance and executive reporting, including reporting to compliance committees and serving as the standing owner of the complaints agenda for compliance leadership meetings. - Maintain the complaint management database, service level agreement adherence, and escalation thresholds across all regions. - Serve as the central Compliance point of contact for material complaint matters, including complaints or inquiries escalated to regulators, ensuring consistent governance, appropriate escalation, and defensible documentation. - Drive continuous improvement of the framework, using QA results, regulatory developments, complaint trends, and lessons learned to strengthen controls and improve customer outcomes globally. ## **What We Look For In You** - Strong experience developing and managing responses to regulators is required, including regulatory inquiries, information requests, examinations, escalated customer complaints, and other supervisory matters. Demonstrated ability to coordinate cross-functional inputs, develop clear and defensible written responses, manage regulatory deadlines, and track resulting commitments and remediation through closure. - Significant experience in regulatory compliance, conduct risk, consumer protection, complaints oversight, or a related discipline, ideally within a highly regulated and globally distributed organization. - Demonstrated experience owning or overseeing a multi-jurisdictional compliance framework, including translating regulatory requirements into scalable global standards, controls, monitoring, and governance while appropriately incorporating local requirements. - Strong regulatory and customer-outcome judgment, with the ability to distinguish individual service issues from matters presenting potential regulatory, conduct, consumer-harm, reputational, or systemic risk. - Demonstrated experience with root-cause analysis and systemic remediation, including assessing whether broader customer populations may be affected and driving appropriate corrective action. - Strong second-line oversight and challenge capabilities, with experience designing or operating risk-based monitoring, QA, issue escalation, remediation tracking, and governance processes. - Strong analytical and reporting capabilities, trend analysis, SLA monitoring, management information, and executive reporting. - Excellent written and verbal communication skills, with the ability to communicate clearly with regulators, Legal, Compliance, senior executives, and cross-functional stakeholders. - Proven ability to influence geographically dispersed teams and senior stakeholders. ## **Nice to Haves** - Experience designing or overseeing a global customer complaints program across multiple regulatory regimes, particularly the United States, United Kingdom, European Union, APAC, LATAM, and/or Middle East. - Familiarity with complaints-handling and customer protection expectations across major global regulatory regimes, including those established by the FCA, CFPB, MAS, European Supervisory Authorities (EBA, ESMA and EIOPA), and other relevant national competent authorities and dispute-resolution bodies. - Relevant professional certification or advanced qualification such as CAMS, CFE, CRCM, CCEP/CCEP-I, ICA compliance qualifications, CIA, CRCMP, JD or equivalent legal qualification, or a comparable compliance, risk, or audit credential. ## **Perks & Benefits** - Competitive total compensation package - L&D programs and Education subsidy for employees' growth and development - Various team building programs and company events - Comprehensive healthcare schemes for employees and dependants - More that we love to tell you along the process! **OKX Statement:** OKX is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, and non-job related physical or mental disability, or protected veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Notice: All official OKX vacancies are published on this website. While roles may appear on selected third-party platforms from time to time, information on other sites may be inaccurate or outdated. **If in doubt, please apply directly through our official careers website.** Information collected and processed as part of the recruitment process of any job application you choose to submit is subject to OKX's [Candidate Privacy Notice](https://www.okx.com/en-eu/help/okx-candidate-privacy-notice).