Customer Complaints Senior Manager

About the role

This role focuses on building and maintaining OKX's global customer complaints program. The Senior Manager will be responsible for coordinating responses to regulatory inquiries and escalated complaints, working closely with legal and local compliance teams. This includes validating facts, preparing clear responses, managing approval processes, and ensuring all regulatory deadlines are met, with follow-up on commitments and remediation.

A key part of the position involves ensuring global regulatory alignment. This means partnering with local compliance heads to identify changes in jurisdictional requirements and updating global policies, standards, and procedures accordingly. The role also requires overseeing the entire complaints control framework, from identification and classification to investigation, resolution, and closed-loop validation.

Success in this role means transforming complaint data into actionable insights for compliance and conduct risk. This includes monitoring trends, identifying recurring issues, and performing root-cause analysis to address systemic problems. The Senior Manager will also be responsible for complaints governance and executive reporting, providing updates to compliance committees and leadership meetings, and continuously improving the framework based on quality assurance results and regulatory developments.

The salary for this position ranges from $90,000 to $150,000 annually.

Skills that matter here

• Complaints Oversight: This role involves developing and maintaining the end-to-end framework for managing customer complaints globally.
• Regulatory Inquiries: A primary responsibility is to coordinate and track responses to inquiries from regulatory bodies.
• Root-cause Analysis: The manager will use this skill to identify underlying issues from complaint data to drive systemic remediation.
• Second-line Oversight: This involves owning the quality assurance and risk-based testing of complaint handling processes.
• Consumer Protection: The role requires ensuring that complaint handling practices align with consumer protection principles and regulations.
• Multi-jurisdictional: The manager will oversee compliance frameworks that span various regulatory environments across different countries.

Who this role suits

• A person who thrives on navigating complex regulatory landscapes and translating requirements into actionable policies.
• Someone with a strong analytical mindset, capable of identifying trends and systemic issues from detailed data.
• An individual who excels at cross-functional collaboration and influencing geographically dispersed teams.
• A professional with a keen eye for detail, ensuring accurate documentation and timely responses to critical matters.

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.
• Oversight of 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!