Senior Customer Complaints Manager

This is a fully remote position, open to applicants in Europe.

📋 Description

• Lead OKX's Global Customer Complaints Program, reporting directly to the Compliance Chief of Staff.

• Develop, coordinate, and monitor responses to regulatory inquiries, examinations, and escalated customer complaints.

• Collaborate with Legal and Local Compliance teams to prepare responses, adhere to regulatory deadlines, and ensure commitments and remediation are tracked to completion.

• Maintain global regulatory alignment, ensuring that policies, standards, procedures, and local requirements are up-to-date and effectively implemented.

• Oversee the entire complaints control framework.

• Manage second-line oversight and quality assurance, focusing on risk-based testing, control-gap identification, remediation tracking, and escalation processes.

• Analyze complaint data, trends, recurring issues, root causes, regulatory complaints, overdue cases, customer outcomes, and systemic challenges.

• Take ownership of complaints governance and executive reporting, including reporting to the compliance committee.

• Maintain the complaint management database, ensuring adherence to service level agreements (SLA) and escalation thresholds across various regions.

• Act as the primary Compliance point of contact for significant complaint matters.

• Promote continuous improvement of the complaints framework and enhance customer outcomes on a global scale.

• Assist in responding to regulators and coordinate complex issues across teams and jurisdictions.

⛳️ Requirements

• Extensive experience in developing and managing responses to regulatory bodies, including inquiries, information requests, examinations, escalated customer complaints, and other supervisory matters.

• Significant background in regulatory compliance, conduct risk, consumer protection, complaints oversight, or a related field.

• Proven experience in owning or supervising a multi-jurisdictional compliance framework.

• Strong judgment regarding regulatory matters and customer outcomes.

• Experience in root-cause analysis and systemic remediation efforts.

• Robust second-line oversight and challenge capabilities, including risk-based monitoring, quality assurance, issue escalation, remediation tracking, and governance processes.

• Excellent analytical and reporting skills, including trend analysis, SLA monitoring, and management information systems for executive reporting.

• Exceptional written and verbal communication abilities.

• Capability to influence geographically dispersed teams and engage senior stakeholders effectively.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible working arrangements.

• A dynamic and inclusive work environment.