Senior Manager, Customer Complaints

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<h2 class="heading-2 ace-line old-record-id-ARMWdtKDIowwlyxaSOuuzEqssIf"><strong>Who We Are</strong></h2>
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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>
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<h2 class="heading-2 ace-line old-record-id-PiRwdXFmiomeQDxx0RUuDGJ1sag"><strong>About the Opportunity</strong></h2>
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<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>
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<h2 class="heading-2 ace-line old-record-id-HytwdMMd1o5PQtxqi9QudDSMsWV"><strong>What You’ll Be Doing</strong><strong> </strong></h2>
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<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 res