[All remote jobs](https://jobicy.com/jobs.md)[![OKX logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/c6a69151-221-1.png)](https://jobicy.com/company/okx.md)[OKX](https://jobicy.com/company/okx.md) # Customer Complaints Senior Manager Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/okx.md)ShareRemote from[EMEA](https://jobicy.com/job-region/emea.md)SalaryUndisclosedDepartment[Legal & Compliance](https://jobicy.com/categories/legal.md)EmploymentFull TimeExperienceDirectorPublished16 Oct 2026Apply before15 Nov 2026Listing views35Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. OKX seeks a senior compliance leader to own its global customer complaints program and provide second-line oversight across multiple jurisdictions. The role manages regulatory responses, complaints governance, quality assurance, trend analysis, root-cause investigation, remediation tracking, and executive reporting. It partners closely with Legal, local Compliance, Customer Support, Product, Operations, and Risk teams to ensure defensible customer outcomes and regulatory alignment. Success requires strong conduct-risk judgment, regulatory writing, and the ability to influence geographically distributed senior stakeholders. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a high-stakes senior role involving global regulatory expectations, escalated customer matters, and direct accountability for governance and remediation. The incumbent must make sound judgments on systemic customer-harm and conduct-risk issues while coordinating urgent cross-functional regulatory responses. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Highly competitive$180,000US market range (per year)$150k–$210k0$231.00k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer compensation was disclosed. The displayed figures are estimated annual USD market compensation for a senior global compliance and customer-complaints management role, using the configured US market as a benchmark; the yearly cadence is inferred from the senior full-time role convention. ## Core skills Skills and capabilities most closely associated with this opportunity. [Regulatory compliance](https://jobicy.com/jobs?search_keywords=Regulatory%20compliance.md)[Customer complaints management](https://jobicy.com/jobs?search_keywords=Customer%20complaints%20management.md)[Conduct risk](https://jobicy.com/jobs?search_keywords=Conduct%20risk.md)[Consumer protection](https://jobicy.com/jobs?search_keywords=Consumer%20protection.md)[Regulatory response management](https://jobicy.com/jobs?search_keywords=Regulatory%20response%20management.md)[Second-line oversight](https://jobicy.com/jobs?search_keywords=Second-line%20oversight.md)[Quality assurance](https://jobicy.com/jobs?search_keywords=Quality%20assurance.md)[Root-cause analysis](https://jobicy.com/jobs?search_keywords=Root-cause%20analysis.md)[Remediation tracking](https://jobicy.com/jobs?search_keywords=Remediation%20tracking.md)[Risk-based monitoring](https://jobicy.com/jobs?search_keywords=Risk-based%20monitoring.md)[Executive reporting](https://jobicy.com/jobs?search_keywords=Executive%20reporting.md)[Stakeholder management](https://jobicy.com/jobs?search_keywords=Stakeholder%20management.md)[SLA monitoring](https://jobicy.com/jobs?search_keywords=SLA%20monitoring.md)[Regulatory governance](https://jobicy.com/jobs?search_keywords=Regulatory%20governance.md)[Written communication](https://jobicy.com/jobs?search_keywords=Written%20communication.md) Sample interview questionsHow would you distinguish an isolated customer-service complaint from a systemic conduct-risk issue?I would assess the complaint's severity, regulatory implications, recurrence, affected customer population, control failures, financial or customer harm, and whether similar patterns appear in complaint, operational, or QA data. Where indicators suggest broader impact, I would initiate root-cause analysis, involve relevant control owners, define remediation, and establish governance reporting through closure. Describe your approach to preparing a response to a regulatory inquiry with a tight deadline. I would first clarify the regulator's questions, scope, deadline, and approval expectations. I would create a fact-gathering plan with accountable owners, validate evidence with Legal and Compliance, maintain a decision and evidence log, and coordinate review cycles early so the final response is accurate, complete, defensible, and submitted on time. What metrics would you include in executive complaints reporting? I would report complaint volumes and rates, categories, jurisdictional trends, SLA performance, overdue cases, escalation volumes, resolution outcomes, repeat issues, root causes, customer-harm indicators, QA findings, regulatory complaints, remediation status, and emerging systemic risks. Reporting should focus on decisions and actions, not only operational counts. How would you build a global complaints framework that accommodates local regulatory requirements? I would establish a global minimum standard for classification, investigation, documentation, escalation, quality assurance, and reporting, then map local legal and regulatory requirements against it. Local deviations would be documented, owned by local Compliance, periodically reviewed, and incorporated into training, controls, and monitoring. How do you provide effective second-line challenge without creating unnecessary friction with first-line teams? I use clear risk criteria, evidence-based findings, and a collaborative focus on customer outcomes. I ensure the first line understands the rationale for challenge, agree practical remediation owners and dates, and escalate only when material risks, missed commitments, or insufficient corrective actions remain unresolved. Opportunity details ## About this role. Who We Are At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual’s freedom. OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves. Across our multiple offices globally, we are united by our core principles: We Before Me, Do the Right Thing, and Get Things Done. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er. OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more. About the Opportunity The Compliance function at OKX is responsible for the overall compliance culture at the company. We’re a team of risk-minded problem solvers who advise the business on the company’s regulatory obligations and enterprise risk. In this role, you will own OKX’s Global Customer Complaints Program and report directly to the Compliance Chief of Staff. You will work closely with Local Compliance, Legal, Customer Support, Product, Operations, and Risk teams to promote consistent complaint handling across jurisdictions, maintain alignment with regulatory requirements, and provide effective second-line oversight and challenge. A key part of the role will be turning customer complaints into actionable compliance and conduct-risk intelligence. You will oversee complaints governance and quality assurance, identify trends and potential systemic issues, support root-cause analysis and remediation, and provide senior leadership with clear reporting on customer outcomes and emerging risks. You will also support the development, coordination, and tracking of responses to regulators, working directly with Legal and Local Compliance teams on regulatory inquiries, escalated complaints, and related supervisory matters. This requires strong regulatory judgment, excellent written communication, and the ability to coordinate complex matters across multiple teams and jurisdictions. What You’ll Be Doing * 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, remediation, and follow-up 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 QA results, regulatory developments, complaint trends, and lessons learned to strengthen controls and improve customer outcomes globally. What We Look For In You * Strong experience developing and managing responses to regulators is required, including regulatory inquiries, information requests, examinations, escalated customer complaints, and other supervisory matters. 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, QA, issue escalation, remediation tracking, and governance processes. * Strong analytical and reporting capabilities, trend analysis, SLA 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-Haves * 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. Notice: All official OKX vacancies are published on this website. While roles may appear on selected third-party platforms from time to time, information on other sites may be inaccurate or outdated. If in doubt, please apply directly through our official careers website. Information collected and processed as part of the recruitment process of any job application you choose to submit is subject to OKX’s [Candidate Privacy Notice](https://www.okx.com/en-eu/help/okx-candidate-privacy-notice). Show more [Apply now >](https://jobicy.com/jobs/155416-customer-complaints-senior-manager.md) > Annual salary information is not provided for this position. 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