Customer Complaints Senior Manager

OKX
EMEA
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Regulatory judgment","Written communication","Cross-functional coordination","Analytical thinking","Executive reporting"]

Own the global Customer Complaints Program for a crypto exchange, providing second-line oversight and ensuring consistent complaint handling across jurisdictions. Lead complaints governance and quality assurance, turning complaint data into actionable compliance and conduct-risk intelligence. Coordinate responses to regulators and manage commitments through closure. Maintain regulatory alignment, SLA adherence, escalation thresholds, executive reporting, and continuous improvement of the end-to-end complaints control framework.

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FursaFursa
OKX
OKX
3 days ago

Customer Complaints Senior Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Own the global Customer Complaints Program for a crypto exchange, providing second-line oversight and ensuring consistent complaint handling across jurisdictions. Lead complaints governance and quality assurance, turning complaint data into actionable compliance and conduct-risk intelligence. Coordinate responses to regulators and manage commitments through closure. Maintain regulatory alignment, SLA adherence, escalation thresholds, executive reporting, and continuous improvement of the end-to-end complaints control framework.
Location: EMEA
Workplace: Remote
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 with Legal and Local Compliance teams.
  • •Maintain global regulatory alignment by monitoring jurisdictional changes and ensuring global policies, standards, and local requirements remain current and implemented.
  • •Oversee the end-to-end complaints control framework, including identification/classification, escalation thresholds, documentation standards, and investigation/resolution expectations.
  • •Own second-line oversight and quality assurance, including risk-based testing, control gap identification, remediation tracking, and escalation of issues.
  • •Turn complaint data into compliance and conduct-risk intelligence and drive governance/executive reporting through compliance committees and leadership meetings.

Key Requirements

  • •Strong experience developing and managing responses to regulators, including information requests, examinations, and escalated customer complaints.
  • •Significant experience in regulatory compliance, conduct risk, consumer protection, complaints oversight, or a related discipline in a highly regulated, globally distributed organization.
  • •Experience owning or overseeing a multi-jurisdictional compliance framework and translating requirements into scalable global standards and controls with local adaptation.
  • •Strong regulatory and customer-outcome judgment to distinguish service issues from potential regulatory, conduct, consumer-harm, reputational, or systemic risk.
  • •Experience designing or operating risk-based monitoring and QA, with root-cause analysis and systemic remediation across affected customer populations.
Experience:CryptoFintechRegulated industryConduct riskConsumer protectionMulti-jurisdictional compliance
Skills:Regulatory judgmentWritten communicationCross-functional coordinationAnalytical thinkingExecutive reporting

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