Customer Complaints Senior Manager (Crypto)

Location: Remote roles across EMEA

Company

OKX is a crypto exchange and blockchain products company providing crypto trading, wallet, and decentralized application services to retail and institutional users.

What you will do

• Own the global customer complaints program and its end-to-end control framework.
• Coordinate responses to regulatory inquiries, examinations, escalated complaints, and supervisory matters with Legal and Local Compliance teams.
• Oversee second-line monitoring, risk-based quality assurance, control-gap identification, issue escalation, and remediation tracking.
• Analyze complaint trends, recurring issues, root causes, overdue cases, customer outcomes, and potential systemic risks.
• Maintain complaints governance, the complaint management database, service-level adherence, escalation thresholds, and executive reporting.
• Drive continuous improvement of complaints controls across jurisdictions and support consistent regulatory alignment.

Requirements

• Strong experience preparing and managing responses to regulators, including inquiries, information requests, examinations, and escalated complaints.
• Significant experience in regulatory compliance, conduct risk, consumer protection, complaints oversight, or a related discipline.
• Experience managing multi-jurisdictional compliance frameworks and translating regulatory requirements into global standards, controls, monitoring, and governance.
• Strong judgment in assessing regulatory, conduct, consumer-harm, reputational, and systemic risks.
• Experience with root-cause analysis, systemic remediation, risk-based monitoring, quality assurance, issue escalation, and governance processes.
• Excellent analytical, reporting, written communication, and stakeholder-influencing skills across geographically dispersed teams.

Nice to have

• Experience overseeing global customer complaints programs across the United States, United Kingdom, European Union, APAC, LATAM, or Middle East.
• Familiarity with complaints-handling and customer-protection expectations from regulators such as the FCA, CFPB, MAS, EBA, ESMA, and EIOPA.
• Professional certification or advanced qualification such as CAMS, CFE, CRCM, CCEP/CCEP-I, ICA, CIA, CRCMP, JD, or an equivalent credential.

Culture & Benefits

• Work remotely within the EMEA region.
• Collaborate with Compliance, Legal, Customer Support, Product, Operations, Risk, and local compliance teams.
• Work in a globally distributed, cross-jurisdictional environment focused on regulatory integrity and customer outcomes.
• Support a company culture guided by the principles “We Before Me,” “Do the Right Thing,” and “Get Things Done.”