[Hiring] Senior Customer Complaints Manager @OKX

Role Description

The Compliance function at OKX is responsible for the overall compliance culture at the company. We’re a team of risk-minded problem solvers who advise the business on the company’s regulatory obligations and enterprise risk.

In this role, you will own OKX's Global Customer Complaints Program and report directly to the Compliance Chief of Staff. You will work closely with Local Compliance, Legal, Customer Support, Product, Operations, and Risk teams to promote consistent complaint handling across jurisdictions, maintain alignment with regulatory requirements, and provide effective second-line oversight and challenge.

A key part of the role will be turning customer complaints into actionable compliance and conduct-risk intelligence. You will oversee complaints governance and quality assurance, identify trends and potential systemic issues, support root-cause analysis and remediation, and provide senior leadership with clear reporting on customer outcomes and emerging risks.

You will also support the development, coordination, and tracking of responses to regulators, working directly with Legal and Local Compliance teams on regulatory inquiries, escalated complaints, and related supervisory matters. This requires strong regulatory judgment, excellent written communication, and the ability to coordinate complex matters across multiple teams and jurisdictions.

What You'll Be Doing

• Develop, coordinate, and track responses to regulatory inquiries, examinations, and escalated complaints, partnering with Legal and Local Compliance teams.
• Maintain global regulatory alignment by partnering with local Heads of Compliance.
• Oversee the end-to-end complaints control framework.
• Own the second-line oversight and quality assurance.
• Turn complaint data into actionable compliance and conduct-risk intelligence.
• Own complaints governance and executive reporting.
• Maintain the complaint management database and service level agreement adherence.
• Serve as the central Compliance point of contact for material complaint matters.
• Drive continuous improvement of the framework.

Qualifications

• Strong experience developing and managing responses to regulators.
• Significant experience in regulatory compliance, conduct risk, consumer protection, or complaints oversight.
• Demonstrated experience owning or overseeing a multi-jurisdictional compliance framework.
• Strong regulatory and customer-outcome judgment.
• Demonstrated experience with root-cause analysis and systemic remediation.
• Strong second-line oversight and challenge capabilities.
• Strong analytical and reporting capabilities.
• Excellent written and verbal communication skills.
• Proven ability to influence geographically dispersed teams and senior stakeholders.

Nice-To-Haves

• Experience designing or overseeing a global customer complaints program across multiple regulatory regimes.
• Familiarity with complaints-handling and customer protection expectations across major global regulatory regimes.
• Relevant professional certification or advanced qualification such as CAMS, CFE, CRCM, CCEP/CCEP-I, ICA compliance qualifications, CIA, CRCMP, JD or equivalent legal qualification.