Customer Complaints Senior Manager

About the role

This role focuses on leading OKX's global customer complaints program. Responsibilities include developing and coordinating responses to regulatory inquiries and escalated complaints, working closely with legal and compliance teams to ensure accuracy and meet deadlines. The manager will also track commitments and remediation efforts until completion.

A key aspect of this position is maintaining global regulatory alignment. This involves collaborating with local compliance heads to identify changes in jurisdictional requirements and ensuring that global policies, standards, and procedures are current and properly implemented. The manager will also oversee the entire complaints control framework, from identification and classification to investigation, resolution, and validation.

The Senior Manager will conduct second-line oversight and quality assurance, performing risk-based testing of complaint handling to identify control gaps and customer outcome issues. They will also analyze complaint data to identify trends, recurring issues, and potential systemic problems, using this intelligence to drive continuous improvements in the framework and strengthen controls globally.

The annual salary for this position ranges from $143,000 to $257,000 USD.

Skills that matter here

• regulatory inquiries: This role requires developing and managing responses to regulatory inquiries, examinations, and escalated complaints, ensuring compliance and timely submission.
• compliance framework: The manager will oversee the end-to-end complaints control framework, including identification, classification, and resolution processes.
• quality assurance: This position involves conducting second-line oversight and quality assurance, including risk-based testing of complaint handling and identifying control gaps.
• complaint data: The role uses complaint data to identify trends, recurring issues, and root causes, transforming this information into actionable intelligence for compliance and risk management.
• executive reporting: The manager is responsible for complaints governance and executive reporting, including presenting to compliance committees and leadership meetings.
• root-cause analysis: This role requires experience with root-cause analysis to assess broader customer impacts and drive appropriate corrective actions for systemic issues.

Who this role suits

• A person with a background in regulatory compliance, conduct risk, or consumer protection, especially within a highly regulated global organization.
• Someone who can translate complex regulatory requirements into scalable global standards and effectively incorporate local nuances.
• An individual with strong judgment regarding regulatory and customer outcomes, capable of distinguishing individual service issues from systemic risks.
• A professional with excellent written and verbal communication skills, able to clearly convey information to regulators, legal teams, and senior executives.

From the employer

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.

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!