Remote opportunity at
OKXSenior Manager, Customer Complaints
OKX, a prominent cryptocurrency exchange and wallet developer serving institutional and individual traders globally, is hiring a Senior Manager of Customer Complaints. This remote, full-time position…
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About This Role
OKX, a prominent cryptocurrency exchange and wallet developer serving institutional and individual traders globally, is hiring a Senior Manager of Customer Complaints. This remote, full-time position sits within the Compliance department and reports directly to the Compliance Chief of Staff. The individual in this role will take charge of the Global Customer Complaints Program, collaborating closely with Legal, Local Compliance, Product, Operations, Risk, and Customer Support divisions. The chosen candidate…
Job Description
OKX, a prominent cryptocurrency exchange and wallet developer serving institutional and individual traders globally, is hiring a Senior Manager of Customer Complaints. This remote, full-time position sits within the Compliance department and reports directly to the Compliance Chief of Staff. The individual in this role will take charge of the Global Customer Complaints Program, collaborating closely with Legal, Local Compliance, Product, Operations, Risk, and Customer Support divisions.
The chosen candidate will act as the primary Compliance contact for material complaint matters, oversee complaint governance, and lead second-line quality assurance. Key functions include tracking regulatory inquiries, managing the complaints control framework, and converting complaint data into actionable conduct-risk and compliance intelligence. This position suits an experienced risk or compliance professional with a strong background in multi-jurisdictional consumer protection and regulatory engagement.
Responsibilities
- Develop, coordinate, and track responses to regulatory inquiries, examinations, and escalated complaints
- Partner with Legal and Local Compliance teams to validate facts, prepare defensible responses, and meet deadlines
- Maintain global regulatory alignment by working with local Heads of Compliance to reflect changing jurisdictional rules
- Oversee the end-to-end complaints control framework covering classification, SLA requirements, thresholds, and investigation standards
- Manage second-line oversight and quality assurance through risk-based testing and remediation tracking
- Transform complaint data into intelligence by monitoring trends, root causes, and potential systemic issues
- Drive complaints governance and executive reporting for compliance committees and leadership meetings
- Maintain the central complaint management database and SLA adherence across all regions
- Act as the main Compliance point of contact for significant complaint matters escalated to regulators
- Drive continuous improvement of the framework using QA results and regulatory lessons learned
Requirements
- Experience developing and managing responses to regulators, including examinations and information requests
- Demonstrated ability to coordinate cross-functional inputs and manage regulatory deadlines
- Experience in regulatory compliance, conduct risk, consumer protection, or complaints oversight within a global organization
- Background owning or overseeing a multi-jurisdictional compliance framework
- Experience with root-cause analysis and systemic remediation
- Experience designing or operating risk-based monitoring, QA, and issue escalation processes
- Strong analytical, reporting, trend analysis, and executive presentation capabilities
- Excellent written and verbal communication skills with experience influencing dispersed stakeholders
Qualifications
- Experience designing or overseeing a global customer complaints program across regions such as the United States, United Kingdom, European Union, APAC, LATAM, or Middle East
- Familiarity with dispute-resolution bodies and expectations from regulators like the FCA, CFPB, MAS, or European Supervisory Authorities
- Professional certifications or advanced qualifications such as CAMS, CFE, CRCM, CCEP, ICA qualifications, CIA, CRCMP, or a JD/legal qualification
Core Skills
Benefits
- Competitive total compensation package
- Learning and development programs along with an education subsidy
- Team building programs and company events
- Comprehensive healthcare coverage for employees and their dependents
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the source posting explicitly states that this is a remote role.
What is the employment type?
The position is full-time.
What is the salary for this role?
The source posting does not specify a salary.
Who does this role report to?
The Senior Manager reports directly to the Compliance Chief of Staff.
Sample Interview Questions
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