Senior Manager, Customer Complaints at OKX

<div class="ace-line ace-line old-record-id-doxuseysYUio6Qia64JLLAwE7dh"> <div data-page-id="doxusokjWsaOkSCIjzixAfRM3sd" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxusaUYeCmu82WSkkm5KDd00db"> <div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxuseysYUio6Qia64JLLAwE7dh"> <div data-page-id="doxusokjWsaOkSCIjzixAfRM3sd" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxusaUYeCmu82WSkkm5KDd00db"> <div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <div data-page-id="Kpucdjv7JoAcSZxSf7PuRl5Yscb" data-lark-html-role="root" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-Cfb8dvi9voxFkWxhNcmuJX50sZb"> <div data-page-id="PNNZdiw4Yo1ZOmx8btbucw8qsLG" data-lark-html-role="root" data-docx-has-block-data="false"> <h2 class="heading-2 ace-line old-record-id-ARMWdtKDIowwlyxaSOuuzEqssIf"><strong>Who We Are</strong></h2> </div> 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: <em>We Before Me</em>, <em>Do the Right Thing</em>, and <em>Get Things Done</em>. 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.</div> <div class="ace-line ace-line old-record-id-Cfb8dvi9voxFkWxhNcmuJX50sZb">&nbsp;</div> <div class="ace-line ace-line old-record-id-Cfb8dvi9voxFkWxhNcmuJX50sZb"> <div data-page-id="PNNZdiw4Yo1ZOmx8btbucw8qsLG" data-lark-html-role="root" data-docx-has-block-data="false"> <h2 class="heading-2 ace-line old-record-id-PiRwdXFmiomeQDxx0RUuDGJ1sag"><strong>About the Opportunity</strong></h2> <div class="ace-line ace-line old-record-id-NrSYd8kjeoNTrexRDNsuNpZOsMd"> <div data-page-id="Zi8YdglRwoU8JmxEwGolIYflgnc" data-lark-html-role="root" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxlgnSeQnHlLmBUZLo5JW1TOCf">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.</div> <div class="ace-line ace-line old-record-id-ZvTsdwjwoo2cACxIVW4lOL7Ug5d">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.</div> <div class="ace-line ace-line old-record-id-Y8Epd8yQGoasjSxacv7lTzR4gxb">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.</div> <div class="ace-line ace-line old-record-id-N1QedBOtUo2em1xmAUSlqTQTgwf">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.</div> </div> </div> <div class="ace-line ace-line old-record-id-NQ1gdeOLNoEsm2xDroWukiwGs3g">&nbsp;</div> <div class="ace-line ace-line old-record-id-GEUbd7sWzobkyGxnNNAufQyQsXe">&nbsp;</div> <h2 class="heading-2 ace-line old-record-id-HytwdMMd1o5PQtxqi9QudDSMsWV"><strong>What You’ll Be Doing</strong><strong> </strong></h2> <ul class="list-bullet1"> <li class="ace-line ace-line old-record-id-GPQvdixanoQ82xxFNeeljgcHgyc" data-list="bullet"> <div>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.</div> </li> <li class="ace-line ace-line old-record-id-G3F7dcW2uoiCEdxg6E1lKGq1gOb" data-list="bullet"> <div>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.</div> </li> <li class="ace-line ace-line old-record-id-XMCTd4eTwoMZFGxpvxNl4oe4gdg" data-list="bullet"> <div>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.</div> </li> <li class="ace-line ace-line old-record-id-L5Rddd1C0oMsLHxzJSblDdh9gNf" data-list="bullet"> <div>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.</div> </li> <li class="ace-line ace-line old-record-id-AKkMdvveBo78LTxLFQhl1RJ6guf" data-list="bullet"> <div>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.</div> </li> <li class="ace-line ace-line old-record-id-WfDidZyIcovsYbxeHOelBTEYgZc" data-list="bullet"> <div>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.</div> </li> <li class="ace-line ace-line old-record-id-Xl0odbSBloN25exVPk8lUueZgkh" data-list="bullet"> <div>Maintain the complaint management database, service level agreement adherence, and escalation thresholds across all regions.</div> </li> <li class="ace-line ace-line old-record-id-P4U0daKano67coxyYtwlcELkghb" data-list="bullet"> <div>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.</div> </li> <li class="ace-line ace-line old-record-id-F8WDdXeTxocLj8xXKVplOdn3gVG" data-list="bullet"> <div>Drive continuous improvement of the framework, using QA results, regulatory developments, complaint trends, and lessons learned to strengthen controls and improve customer outcomes globally.</div> </li> </ul> <div class="ace-line ace-line old-record-id-Gy4ydICWpol34Hxzjdhu4zdVshg">&nbsp;</div> <h2 class="heading-2 ace-line old-record-id-ZvAmdvgIGoKyiHxjBTiu68Kcs9d"><strong>What We Look For In You </strong></h2> <div data-page-id="Zi8YdglRwoU8JmxEwGolIYflgnc" data-lark-html-role="root" data-docx-has-block-data="false"> <div data-page-id="Zi8YdglRwoU8JmxEwGolIYflgnc" data-lark-html-role="root" data-docx-has-block-data="false"> <ul class="list-bullet1"> <li class="ace-line ace-line old-record-id-UUNcdx5tqofhVhxEvOPlMDBVgmX" data-list="bullet"> <div>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.</div> </li> <li class="ace-line ace-line old-record-id-ZQP4dK5TSobh3lxSLTXlQPuagOe" data-list="bullet"> <div>Significant experience in regulatory compliance, conduct risk, consumer protection, complaints oversight, or a related discipline, ideally within a highly regulated and globally distributed organization.</div> </li> <li class="ace-line ace-line old-record-id-S9sqdELafo02HlxkAatlG8zjgLe" data-list="bullet"> <div>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.</div> </li> <li class="ace-line ace-line old-record-id-PanKdMAUYoFr6WxbCl0lLR7nghf" data-list="bullet"> <div>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.</div> </li> <li class="ace-line ace-line old-record-id-GI9KdG0ejoWRMmxIszzlFJLcgCd" data-list="bullet"> <div>Demonstrated experience with root-cause analysis and systemic remediation, including assessing whether broader customer populations may be affected and driving appropriate corrective action.</div> </li> <li class="ace-line ace-line old-record-id-KBLDdDSuJoKksnxa8khlF9Regch" data-list="bullet"> <div>Strong second-line oversight and challenge capabilities, with experience designing or operating risk-based monitoring, QA, issue escalation, remediation tracking, and governance processes.</div> </li> <li class="ace-line ace-line old-record-id-UQnjdLyRtowIk6xEXTblshsYgGb" data-list="bullet"> <div>Strong analytical and reporting capabilities, trend analysis, SLA monitoring, management information, and executive reporting.</div> </li> <li class="ace-line ace-line old-record-id-A0zJdtuAooWIt7xdcixl9xihgvd" data-list="bullet"> <div>Excellent written and verbal communication skills, with the ability to communicate clearly with regulators, Legal, Compliance, senior executives, and cross-functional stakeholders.</div> </li> <li class="ace-line ace-line old-record-id-DThvdTek1oa2bxxEr4dl4HHTgpd" data-list="bullet"> <div>Proven ability to influence geographically dispersed teams and senior stakeholders.</div> </li> </ul> </div> &nbsp;</div> <div class="ace-line ace-line old-record-id-UhJ9dmqAXoYf0Rxmj2MuiHGesRc">&nbsp;</div> <h2 class="heading-2 ace-line old-record-id-DiLSdqfwUoKOraxakB6uGEomsXl"><strong>Nice to Haves</strong></h2> <div data-page-id="Zi8YdglRwoU8JmxEwGolIYflgnc" data-lark-html-role="root" data-docx-has-block-data="false"> <ul class="list-bullet1"> <li class="ace-line ace-line old-record-id-LruhdZDsSo6jy2xC9bjlyl2Dgmg" data-list="bullet"> <div>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.</div> </li> <li class="ace-line ace-line old-record-id-BLDmd9sGxo4rNcxBBALlGenEgVd" data-list="bullet"> <div>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.</div> </li> <li class="ace-line ace-line old-record-id-X1uJdumnJoQlf8x15sSlgnv1gBd" data-list="bullet"> <div>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.</div> </li> </ul> </div> <div class="ace-line ace-line old-record-id-Pyddd7YwWoyKAJxFqgSutn7YsFc">&nbsp;</div> <h2 class="heading-2 ace-line old-record-id-CmqsdZ2GTo6Z9VxuHx4ugzRRsm3"><strong>Perks &amp;<span style="font-size: 18pt;"> Benefits </span></strong></h2> <ul class="list-bullet1"> <li class="ace-line ace-line old-record-id-XvQudJ7z0ouSnuxOibouMkKzsCc" data-list="bullet"> <div>Competitive total compensation package</div> </li> <li class="ace-line ace-line old-record-id-GAzBdJXxLo291PxrthXurPeds4g" data-list="bullet"> <div>L&amp;D programs and Education subsidy for employees' growth and development</div> </li> <li class="ace-line ace-line old-record-id-CKPxdgHeoosenzxCpV2uV32ysz0" data-list="bullet"> <div>Various team building programs and company events</div> </li> <li class="ace-line ace-line old-record-id-CS34dAJCDoMDHxx95pZu43yjsxB" data-list="bullet"> <div>Comprehensive healthcare schemes for employees and dependants</div> </li> <li class="ace-line ace-line old-record-id-Uqtsd4bN8oaHt7xyPlYuxmfcsob" data-list="bullet"> <div>More that we love to tell you along the process!</div> </li> </ul> <div class="ace-line ace-line old-record-id-JGIsdeznCo2qpfxJAqkuViMfsHS">&nbsp;</div> <div class="ace-line ace-line old-record-id-JGIsdeznCo2qpfxJAqkuViMfsHS"> <div> <div class="job__description body"> <div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxuseysYUio6Qia64JLLAwE7dh"> <div data-page-id="doxusokjWsaOkSCIjzixAfRM3sd" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxusaUYeCmu82WSkkm5KDd00db"> <div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <div data-page-id="Zrp2dGhcIo3UFmxud3WuQirssDb" data-lark-html-role="root" data-docx-has-block-data="false"> <div data-page-id="I1Zud8CYtoGHccx0MImuyRU4s2c" data-lark-html-role="root" data-docx-has-block-data="false"> <div data-page-id="I1Zud8CYtoGHccx0MImuyRU4s2c" data-lark-html-role="root" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-ICVNdKGbzoyJvjx3MkouO6E4sSb"><span style="font-size: 18pt;"><strong>OKX Statement:</strong></span></div> <div class="ace-line ace-line old-record-id-I3fmdZuJFoTBq5x36pAufcDSstf">OKX is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, and non-job related physical or mental disability, or protected veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.</div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <p>&nbsp;</p> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div><div class="content-conclusion"><div data-lark-html-role="root"><span class="text-only" data-eleid="18"><span class="text-only"><span class="text-only" data-eleid="6">Notice:<br></span></span></span> <div data-lark-html-role="root"><span class="text-only" data-eleid="26"><span class="text-only">All official </span><span class="text-only text-with-abbreviation text-with-abbreviation-bottomline">OKX</span><span class="text-only"> vacancies are published on this website.</span></span> <span class="text-only" data-eleid="28"><span class="text-only">While roles may appear on selected third-party platforms from time to time, information on other sites may be inaccurate or outdated. </span></span><strong><span class="text-only" data-eleid="29"><span class="text-only">If in doubt, please apply directly through our official careers website.</span></span></strong></div> </div> <div data-lark-html-role="root"><span class="text-only" data-eleid="18"><span class="text-only">Information collected and processed as part of the recruitment process of any job application you choose to submit is subject to&nbsp;</span><span class="text-only text-with-abbreviation text-with-abbreviation-bottomline">OKX</span><span class="text-only">'s </span></span><a class="link rich-text-anchor __anchor-intercept-flag__ text-content-link" href="https://www.okx.com/en-eu/help/okx-candidate-privacy-notice" target="_blank" data-eleid="19" data-lark-is-custom="true" data-lark-link="true">Candidate Privacy Notice</a><span class="text-only" data-eleid="20"><span class="text-only">.</span></span></div></div>