Customer Complaints Senior Manager

OKX
San Jose
Workplace: OnsiteFull timeUSD 143,000 - 257,000 annuallyFunction: Solutions Engineering & Sales EngineeringSkills: ["Written communication","Analytical and reporting","Cross-functional coordination","Regulatory judgment","Stakeholder influence"]

Own the global customer complaints program and provide second-line oversight across jurisdictions. Develop and coordinate regulatory inquiry and escalated-complaint response processes with Legal and Local Compliance, ensuring deadlines, governance quality, and closed-loop remediation. Oversee the complaints control framework, risk-based QA, and executive reporting to compliance committees. Translate complaint data into conduct-risk intelligence by monitoring trends, customer outcomes, control gaps, and systemic issues to drive continuous improvement.

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FursaFursa
OKX
OKX
4 days ago

Customer Complaints Senior Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Own the global customer complaints program and provide second-line oversight across jurisdictions. Develop and coordinate regulatory inquiry and escalated-complaint response processes with Legal and Local Compliance, ensuring deadlines, governance quality, and closed-loop remediation. Oversee the complaints control framework, risk-based QA, and executive reporting to compliance committees. Translate complaint data into conduct-risk intelligence by monitoring trends, customer outcomes, control gaps, and systemic issues to drive continuous improvement.
Location: San Jose
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Sr. Manager level

Key Responsibilities

  • •Develop, coordinate, and track responses to regulatory inquiries, examinations, and escalated complaints, partnering with Legal and Local Compliance through review, approvals, deadlines, and closure.
  • •Maintain global regulatory alignment by monitoring changes in jurisdictional requirements and ensuring policies, standards, procedures, and local requirements remain current.
  • •Oversee the end-to-end complaints control framework, including identification/classification, escalation thresholds, documentation standards, investigation expectations, and closed-loop validation.
  • •Own second-line oversight and quality assurance, including risk-based testing of complaint handling, control-gap identification, remediation tracking, and issue escalation.
  • •Turn complaint data into compliance and conduct-risk intelligence by monitoring trends, root causes, overdue cases, customer outcomes, and emerging systemic issues.

Pay and Benefits

Salary: USD 143,000 - 257,000 annually
Perks:Health InsuranceLearning Budget

Key Requirements

  • •Strong experience developing and managing responses to regulators, including inquiries, information requests, examinations, and escalated customer complaints.
  • •Significant experience in regulatory compliance, conduct risk, consumer protection, or complaints oversight in a highly regulated, globally distributed organization.
  • •Experience owning or overseeing a multi-jurisdictional compliance framework, translating requirements into scalable global standards and controls while incorporating local requirements.
  • •Demonstrated ability to assess regulatory, conduct, consumer-harm, reputational, or systemic risk and distinguish individual service issues from systemic matters.
  • •Experience with root-cause analysis and systemic remediation, including driving corrective action for broader customer populations when needed.
Experience:Regulatory complianceConduct riskConsumer protectionGlobally distributedMulti-jurisdictional complianceComplaints oversight
Skills:Written communicationAnalytical and reportingCross-functional coordinationRegulatory judgmentStakeholder influence
Certifications:CAMSCFECRCMCCEPCCEP-I

Company Brief

OKX
Global cryptocurrency exchange and Web3 technology provider offering spot and derivatives trading, custody, wallet services, and blockchain infrastructure to retail and institutional users worldwide.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Victoria, Seychelles
Founded: 2017
WebsiteLinkedIn