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OKXCustomer Complaints Senior Manager
OKX is a prominent cryptocurrency exchange and the creator of the OKX Wallet, serving millions of users globally with digital asset trading and decentralized applications. The…
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About This Role
OKX is a prominent cryptocurrency exchange and the creator of the OKX Wallet, serving millions of users globally with digital asset trading and decentralized applications. The compliance department is seeking a Customer Complaints Senior Manager to lead the enterprise Global Customer Complaints Program. In this position, the professional will report directly to the Compliance Chief of Staff and collaborate closely with Legal, Local Compliance, Product, Operations, Risk, and Customer Support…
Job Description
OKX is a prominent cryptocurrency exchange and the creator of the OKX Wallet, serving millions of users globally with digital asset trading and decentralized applications. The compliance department is seeking a Customer Complaints Senior Manager to lead the enterprise Global Customer Complaints Program. In this position, the professional will report directly to the Compliance Chief of Staff and collaborate closely with Legal, Local Compliance, Product, Operations, Risk, and Customer Support departments.
The role involves establishing complaint handling consistency across various jurisdictions, overseeing quality assurance and governance, and transforming complaint data into actionable insights for conduct risk and compliance. Responsibilities also include managing regulatory responses, conducting root-cause analyses, tracking remediation efforts, and delivering executive reporting to leadership.
This opportunity is well-suited for a compliance expert with extensive regulatory experience who can exercise strong judgment regarding consumer protection and systemic risks. The ideal candidate will possess robust communication skills to influence geographically dispersed teams and manage supervisory matters effectively.
Responsibilities
- Develop, coordinate, and track responses to regulatory inquiries, examinations, and escalated complaints in partnership with Legal and Local Compliance teams
- Maintain global regulatory alignment by working with local Heads of Compliance to ensure policies and procedures remain current
- Oversee the end-to-end complaints control framework, covering identification, classification, SLA requirements, escalation thresholds, and resolution standards
- Manage second-line oversight and quality assurance through risk-based testing of complaint handling and tracking of remediation
- Convert complaint data into compliance and conduct-risk intelligence by monitoring trends, recurring issues, and root causes
- Own complaints governance and executive reporting, serving as the standing owner of the complaints agenda for compliance leadership meetings
- Maintain the complaint management database, SLA adherence, and escalation thresholds across all regions
- Act as the central Compliance point of contact for material complaint matters and inquiries escalated to regulators
Requirements
- Extensive experience developing and managing responses to regulators, including inquiries, examinations, and escalated complaints
- Demonstrated ability to coordinate cross-functional inputs, draft defensible written responses, and track remediation through closure
- Significant background in regulatory compliance, conduct risk, consumer protection, or complaints oversight within a globally distributed organization
- Experience overseeing a multi-jurisdictional compliance framework and translating regulatory requirements into global standards
- Strong background in root-cause analysis and systemic remediation to assess and correct broader customer impact
- Experience designing or operating risk-based monitoring, QA, issue escalation, and governance processes
- Strong analytical skills with the ability to handle trend analysis, SLA monitoring, and executive reporting
- Excellent written and verbal communication skills with the ability to influence dispersed teams and senior stakeholders
Qualifications
- Experience designing or overseeing a global customer complaints program across multiple regulatory regimes like the US, UK, EU, APAC, LATAM, or Middle East
- Familiarity with complaint handling and consumer protection expectations from authorities such as the FCA, CFPB, MAS, and European Supervisory Authorities
- Relevant professional certifications or advanced qualifications such as CAMS, CFE, CRCM, CCEP/CCEP-I, ICA compliance qualifications, CIA, CRCMP, JD, or equivalent credentials
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location or remote policy for the Customer Complaints Senior Manager role?
The source posting states that the role is on-site, but it does not specify a geographic city or office location.
What are the core duties of this position?
The position involves owning the Global Customer Complaints Program, managing regulatory responses, overseeing quality assurance and governance, and turning complaint data into conduct-risk intelligence.
Does the posting list a salary or benefits?
No salary or benefits details are specified in the job posting.
How can applicants apply for this vacancy?
The posting advises candidates to apply directly through the official OKX careers website if they have any doubts about listings on third-party platforms.
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