Customer Complaints Senior Manager

As a Customer Complaints Senior Manager at OKG, you own the Global Customer Complaints Program at OKX, a leading crypto exchange and developer of OKX Wallet. You report directly to the Compliance Chief of Staff and work across Local Compliance, Legal, Customer Support, Product, Operations, and Risk teams to ensure consistent complaint handling, maintain regulatory alignment, and turn customer complaints into actionable compliance and conduct-risk intelligence.

What you'll do

• Develop, coordinate, and track responses to regulatory inquiries, examinations, and escalated complaints, partnering with Legal and Local Compliance teams to gather and validate facts, prepare clear and defensible responses, manage review and approval processes, meet regulatory deadlines, and track resulting commitments and remediation through closure.
• Maintain global regulatory alignment by partnering with local Heads of Compliance to identify changes in jurisdictional requirements and ensure global policies, standards, procedures, and local requirements remain current and appropriately implemented.
• Oversee the end-to-end complaints control framework, including complaint identification and classification, regulatory and internal service-level requirements, escalation thresholds, documentation standards, investigation and resolution expectations, and closed-loop validation.
• Own the second-line oversight and quality assurance, including risk-based testing of complaint handling, identification of control gaps and customer-outcome issues, tracking of remediation, and escalation of issues.
• Turn complaint data into actionable compliance and conduct-risk intelligence by monitoring trends, recurring issues, root causes, regulatory complaints, overdue cases, customer outcomes, and potential systemic issues requiring broader investigation or remediation.
• Own complaints governance and executive reporting, including reporting to compliance committees and serving as the standing owner of the complaints agenda for compliance leadership meetings.
• Maintain the complaint management database, service level agreement adherence, and escalation thresholds across all regions.
• Serve as the central Compliance point of contact for material complaint matters, including complaints or inquiries escalated to regulators, ensuring consistent governance, appropriate escalation, and defensible documentation.
• Drive continuous improvement of the framework, using quality assurance results, regulatory developments, complaint trends, and lessons learned to strengthen controls and improve customer outcomes globally.

What you bring

• Strong experience developing and managing responses to regulators, including regulatory inquiries, information requests, examinations, escalated customer complaints, and other supervisory matters, with demonstrated ability to coordinate cross-functional inputs, develop clear and defensible written responses, manage regulatory deadlines, and track resulting commitments and remediation through closure.
• Significant experience in regulatory compliance, conduct risk, consumer protection, complaints oversight, or a related discipline, ideally within a highly regulated and globally distributed organization.
• Demonstrated experience owning or overseeing a multi-jurisdictional compliance framework, including translating regulatory requirements into scalable global standards, controls, monitoring, and governance while appropriately incorporating local requirements.
• Strong regulatory and customer-outcome judgment, with the ability to distinguish individual service issues from matters presenting potential regulatory, conduct, consumer-harm, reputational, or systemic risk.
• Demonstrated experience with root-cause analysis and systemic remediation, including assessing whether broader customer populations may be affected and driving appropriate corrective action.
• Strong second-line oversight and challenge capabilities, with experience designing or operating risk-based monitoring, quality assurance, issue escalation, remediation tracking, and governance processes.
• Strong analytical and reporting capabilities, including trend analysis, service level agreement monitoring, management information, and executive reporting.
• Excellent written and verbal communication skills, with the ability to communicate clearly with regulators, Legal, Compliance, senior executives, and cross-functional stakeholders.
• Proven ability to influence geographically dispersed teams and senior stakeholders.

Nice to have

• Experience designing or overseeing a global customer complaints program across multiple regulatory regimes, particularly the United States, United Kingdom, European Union, APAC, LATAM, and/or Middle East.
• Familiarity with complaints-handling and customer protection expectations across major global regulatory regimes, including those established by the FCA, CFPB, MAS, European Supervisory Authorities (EBA, ESMA and EIOPA), and other relevant national competent authorities and dispute-resolution bodies.
• Relevant professional certification or advanced qualification such as CAMS, CFE, CRCM, CCEP/CCEP-I, ICA compliance qualifications, CIA, CRCMP, JD or equivalent legal qualification, or a comparable compliance, risk, or audit credential.

About OKG

OKG is a group that brings the value of blockchain to users around the world through its leading products, including OKX (a leading crypto exchange and developer of OKX Wallet), OKLink, and more. OKX serves millions of users seeking crypto trading and decentralized applications, as well as hundreds of large institutions accessing crypto markets.