Senior Manager, Customer Complaints

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

📋 Description

• Take ownership of OKX's Global Customer Complaints Program and report directly to the Compliance Chief of Staff.

• Collaborate with Local Compliance, Legal, Customer Support, Product, Operations, and Risk teams to ensure uniform complaint handling across various jurisdictions.

• Ensure alignment with regulatory standards while delivering effective second-line oversight and challenge.

• Transform customer complaints into insights regarding compliance and conduct risk.

• Manage complaints governance and quality assurance processes.

• Detect trends, systemic issues, root causes, and needs for remediation.

• Provide senior leadership with reports on customer outcomes and potential emerging risks.

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

• Ensure global regulatory alignment while keeping policies, standards, procedures, and local requirements up to date and effectively implemented.

• Oversee the complete complaints control framework.

• Manage second-line oversight and quality assurance, which includes risk-based testing, identification of control gaps, tracking remediation, and escalation of issues.

• Govern complaints and executive reporting, including compliance committee updates and the agenda for compliance leadership meetings.

• Maintain the complaint management database, ensure SLA adherence, and manage escalation thresholds across regions.

• Act as the primary Compliance contact for significant complaint issues and regulatory escalations.

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

⛳️ Requirements

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

• Proven ability to coordinate inputs across various functions, craft clear and defensible written responses, manage regulatory timelines, and track commitments and remediation until completion.

• Significant experience in regulatory compliance, conduct risk, consumer protection, complaints oversight, or a related field, preferably in a highly regulated and globally distributed organization.

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

• Ability to convert regulatory requirements into scalable global standards, controls, monitoring, and governance while integrating local regulations.

• Strong judgment in regulatory matters and customer outcomes.

• Proven experience in root-cause analysis and systemic remediation.

• Strong capabilities in second-line oversight and challenge.

• Experience in designing or managing risk-based monitoring, quality assurance, issue escalation, remediation tracking, and governance processes.

• Strong analytical and reporting skills, including trend analysis, SLA monitoring, management information, and executive reporting.

• Exceptional written and verbal communication abilities.

• Proven capability to influence geographically dispersed teams and senior stakeholders.

• Nice to have: experience with global customer complaints programs and major global regulatory frameworks.

• Nice to have: relevant professional certification or advanced qualification such as CAMS, CFE, CRCM, CCEP/CCEP-I, ICA compliance qualifications, CIA, CRCMP, JD, or comparable compliance, risk, or audit credential.

🏝️ Benefits

• Competitive total compensation package.

• Learning and Development programs along with an Education subsidy for employee growth and development.

• Various team-building initiatives and company events.

• Comprehensive healthcare plans for employees and their dependants.

• More benefits that we look forward to sharing with you throughout the process!