Customer Complaints Senior Manager (Remote, EMEA)

Develop and coordinate responses to regulatory inquiries and escalated customer complaints across the jurisdictions where OKX operates. Maintain global regulatory alignment and oversee the complaints control framework, including identification, classification and escalation procedures. Conduct second-line oversight and quality assurance monitoring of complaint handling. Convert complaint data into compliance and conduct-risk intelligence that drives root-cause analysis and remediation. Own complaints governance and executive reporting. Serve as the central compliance point of contact for material complaint matters and partner with Local Compliance, Legal, Customer Support, Product, Operations and Risk teams.

Strong experience managing regulatory responses and inquiries. Significant background in regulatory compliance, conduct risk or consumer protection, with demonstrated expertise in multi-jurisdictional compliance frameworks. Ability to distinguish individual service issues from systemic regulatory risk. Experience with root-cause analysis, remediation and second-line oversight. Strong analytical and reporting skills and excellent communication with regulators and senior stakeholders. Preferred: experience running global complaints programs across US, UK, EU, APAC, LATAM and Middle East markets; familiarity with FCA, CFPB, MAS and European regulatory standards; CAMS, CFE, CRCM, JD or equivalent certification. Must be based in the EMEA region.