Customer Complaints Senior Manager

At OKX, we believe that the future will be reshaped by crypto, and we aim to contribute to every individual's freedom. OKX is a leading crypto exchange and the developer of OKX Wallet, providing millions access to crypto trading and decentralized crypto applications (dApps). We are also a trusted brand for hundreds of large institutions seeking access to crypto markets, backed by our Proof of Reserves. Across our global offices, we are united by our core principles: We Before Me, Do the Right Thing, and Get Things Done.

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.

Responsibilities

• 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.

Requirements

• 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.

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

Pay

The salary range for this position is $143,000 - $257,000. The salary offered depends on a variety of factors, including job-related knowledge, skills, experience, and market location. In addition to the salary, a performance bonus and long-term incentives may be provided as part of the compensation package, as well as a full range of medical, financial, and/or other benefits.