# Senior Manager, Customer Complaints at OKX

> Remote · EMEA · Manager · Other · open. Source: https://alderhq.app/jobs/greenhouse%3Aokx%3A7920020003 (read 2026-11-05).

## Facts (observed)

- Company: [OKX](https://alderhq.app/companies/okx)
- Location text: Remote Roles - EMEA; EMEA
- Where it can be done from (inferred): Remote · EMEA (evidence: "Remote role open worldwide")
- Posted: 2026-08-20 (77 days ago)
- First seen by alder: 2026-11-02 · last verified: 2026-11-04
- Reposted: 0 times · edited: 0 times
- Apply on the employer's site: https://job-boards.greenhouse.io/okx/jobs/7920020003

## Pay and sponsorship

- Posted pay: not posted

## Description (the employer's text)

### Who We Are

### 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.

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Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/greenhouse%3Aokx%3A7920020003 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.