Global Customer Complaints Program Manager

Who We Are:

At OKX, we believe that the future will be reshaped by crypto, contributing to every individual’s freedom. OKX is a leading crypto exchange and developer of OKX Wallet, providing millions access to crypto trading and decentralized applications (dApps). OKX is trusted by large institutions globally and is backed by Proof of Reserves. Our core principles—We Before Me, Do the Right Thing, and Get Things Done—drive our culture, processes, and diverse, rewarding environment.

About the Opportunity:

The Compliance function at OKX ensures a robust compliance culture. This role focuses on the Global Customer Complaints Program, reporting directly to the Compliance Chief of Staff. You will collaborate with Local Compliance, Legal, Customer Support, Product, Operations, and Risk teams to:

• Promote consistent complaint handling across jurisdictions.
• Maintain alignment with regulatory requirements.
• Provide effective second-line oversight and challenge.

Key responsibilities include turning customer complaints into actionable compliance and conduct-risk intelligence, overseeing complaints governance, and ensuring regulatory alignment.

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 facts, prepare defensible responses, and meet deadlines.
• Maintain global regulatory alignment by partnering with local Heads of Compliance to ensure policies and standards remain current.
• Oversee the end-to-end complaints control framework, including complaint identification, classification, escalation thresholds, documentation standards, and closed-loop validation.
• Own second-line oversight and quality assurance, including risk-based testing, identification of control gaps, and escalation of issues.
• Turn complaint data into actionable compliance and conduct-risk intelligence by monitoring trends, recurring issues, and potential systemic risks.
• Own complaints governance and executive reporting, including reporting to compliance committees and managing the complaints agenda.
• 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, ensuring consistent governance and defensible documentation.
• Drive continuous improvement of the framework using QA results, regulatory developments, and lessons learned.

What We Look For In You:

• Strong experience developing and managing responses to regulators, including regulatory inquiries, examinations, and escalated complaints.
• Significant experience in regulatory compliance, conduct risk, consumer protection, or complaints oversight, ideally within a globally distributed organization.
• Demonstrated experience owning or overseeing a multi-jurisdictional compliance framework.
• Strong regulatory and customer-outcome judgment, with the ability to distinguish individual service issues from systemic risks.
• Demonstrated experience with root-cause analysis and systemic remediation.
• Strong second-line oversight and challenge capabilities, including designing risk-based monitoring and governance processes.
• Strong analytical and reporting capabilities, trend analysis, and executive reporting.
• Excellent written and verbal communication skills for regulators, Legal, Compliance, and 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.
• Familiarity with complaints-handling expectations across major global regulatory regimes (e.g., FCA, CFPB, MAS, European Supervisory Authorities).
• Relevant professional certification or advanced qualification (e.g., CAMS, CFE, CRCM, CCEP/CCEP-I, ICA compliance qualifications, CIA, CRCMP, JD).