Senior Customer Complaints Manager

🔥 12 minutes ago

🇪🇺 Europe – Remote

⏰ Full Time

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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OKX

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

₿ Crypto

🌐 Web 3

💳 Fintech

Crypto • Web 3 • Fintech

OKX is a cryptocurrency exchange offering a comprehensive suite of trading solutions for both retail and institutional investors. The platform facilitates buying, selling, and trading of various cryptocurrencies with low fees, powerful tools like trading bots, and deep liquidity markets. OKX provides services such as quick crypto conversion, a liquid marketplace, and managed trading. It serves institutional traders with an advanced API connectivity, historical market data, and a robust OTC liquidity network. The company aims to ease the crypto trading and buying process, even integrating with Web3 technologies and offering educational resources for new users.

📋 Description

• Own OKX's Global Customer Complaints Program and report directly to the Compliance Chief of Staff • Develop, coordinate, and track responses to regulatory inquiries, examinations, and escalated complaints • Partner with Legal and Local Compliance teams to prepare responses, meet regulatory deadlines, and track commitments and remediation through closure • Maintain global regulatory alignment and ensure policies, standards, procedures, and local requirements remain current and implemented • Oversee the end-to-end complaints control framework • Own second-line oversight and quality assurance, including risk-based testing, control-gap identification, remediation tracking, and escalation • Analyze complaint data, trends, recurring issues, root causes, regulatory complaints, overdue cases, customer outcomes, and systemic issues • Own complaints governance and executive reporting, including compliance committee reporting • Maintain the complaint management database, SLA adherence, and escalation thresholds across regions • Serve as the central Compliance point of contact for material complaint matters • Drive continuous improvement of the complaints framework and customer outcomes globally • Support responses to regulators and coordinate complex matters across teams and jurisdictions

🎯 Requirements

• Strong experience developing and managing responses to regulators, including regulatory inquiries, information requests, examinations, escalated customer complaints, and other supervisory matters • Significant experience in regulatory compliance, conduct risk, consumer protection, complaints oversight, or a related discipline • Experience owning or overseeing a multi-jurisdictional compliance framework • Strong regulatory and customer-outcome judgment • Experience with root-cause analysis and systemic remediation • Strong second-line oversight and challenge capabilities, including 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 • Ability to influence geographically dispersed teams and senior stakeholders