Senior Manager, Customer Complaints
Core
Own OKX's Global Customer Complaints Program, turning complaints into compliance and conduct-risk intelligence while ensuring regulatory alignment across jurisdictions.
Role type
Senior Manager, Compliance (Customer Complaints & Regulatory Response)
Builds
Global complaints governance framework, regulatory response strategies, and risk intelligence reports
Domain
Cryptocurrency exchange, Financial Services Regulation, Consumer Protection
Deliverable
Dashboards & analysis | Client delivery (regulatory responses)
Required skills
Regulatory compliance management, Conduct risk oversight, Multi-jurisdictional framework design, Root-cause analysis, Second-line oversight, Executive reporting, Trend analysis, SLA monitoring, Cross-functional coordination
Preferred skills
Global customer complaints program design, Familiarity with FCA/CFPB/MAS/EBA regulations, Professional compliance certifications (CAMS, CFE, CRCM, etc.)
Technologies
Complaint management databases, Regulatory reporting tools
Responsibilities
Develop and track responses to regulatory inquiries and escalated complaints; Maintain global regulatory alignment with local compliance heads; Oversee end-to-end complaints control framework and quality assurance; Turn complaint data into actionable risk intelligence; Own complaints governance and executive reporting; Maintain complaint management database and SLA adherence; Serve as central point of contact for material complaint matters; Drive continuous improvement of the complaints framework.
Seniority
Senior Manager, hands-on leadership