Senior Manager, Customer Complaints
Level inferred from job title
Job description
Own OKX's Global Customer Complaints Program within the Compliance function, reporting to the Compliance Chief of Staff. The role provides second-line oversight of complaint handling across jurisdictions and turns complaint data into compliance and conduct-risk intelligence.
At a glance
- Work mode
- Remote
What you'll do
- 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're looking for
- 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 have
- 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.
Your team
Compliance
The Compliance function at OKX is responsible for the overall compliance culture at the company; a team of risk-minded problem solvers who advise the business on the company's regulatory obligations and enterprise risk.
Benefits
- Competitive total
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About OKX
A leading crypto exchange and the developer of OKX Wallet
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. 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.
Mission
We believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.
Key facts
- Crypto exchange
- Backed by Proof of Reserves
- Part of OKG, alongside OKX Wallet, OKLink and more
- Multiple offices globally
What they value
- We Before Me
- Do the Right Thing
- Get Things Done