Customer Complaints Senior Manager (Crypto)

Location: United States

Salary: $143,000–$257,000 per year, plus potential performance bonus and long-term incentives.

Company

OKX is a crypto exchange and developer of OKX Wallet and other blockchain products serving retail users and institutional customers.

What you will do

• Own the global customer complaints program and maintain consistent complaint handling across jurisdictions.
• Develop, coordinate, and track responses to regulatory inquiries, examinations, and escalated complaints with Legal and Local Compliance teams.
• Oversee complaint identification, classification, investigation, escalation, resolution, documentation, and service-level adherence.
• Lead second-line oversight and quality assurance, including risk-based testing, control-gap identification, remediation tracking, and issue escalation.
• Analyze complaint trends, recurring issues, root causes, customer outcomes, and potential systemic risks.
• Own complaints governance and executive reporting, including the complaints agenda for compliance leadership meetings.

Requirements

• Strong experience managing regulatory inquiries, information requests, examinations, escalated complaints, and supervisory matters.
• 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 remediation tracking.
• Excellent written and verbal communication skills, analytical and executive-reporting capabilities, and the ability to influence 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 certifications or advanced qualifications such as CAMS, CFE, CRCM, CCEP, ICA, CIA, CRCMP, or JD.

Culture & Benefits

• Competitive total compensation package with potential performance bonus and long-term incentives.
• Learning and development programs and an education subsidy.
• Team-building programs and company events.
• Comprehensive healthcare schemes for employees and dependants.
• Values centered on collaboration, integrity, and execution.