Global Customer Complaints & Compliance Lead

OKX; Northern (KY); Hybrid; USD 143,000 - 257,000; Full time

Job summary

OKX is seeking a compliance professional to own the Global Customer Complaints Program and report to the Compliance Chief of Staff. You will coordinate with Legal, Local Compliance, Customer Support, Product, Operations, and Risk to promote consistent complaint handling across jurisdictions and ensure regulatory alignment.

This role demands strong regulatory judgment, second-line oversight, and the ability to translate complaints into actionable risk insights for senior leaders.

Qualifications

• Strong experience developing and managing responses to regulators, including information requests, examinations, and supervisory matters.
• Ability to coordinate cross-functional inputs, develop clear written responses, manage deadlines, and track remediation through closure.
• Experience owning or overseeing a multi-jurisdictional compliance framework and translating regulatory requirements into global standards.
• Demonstrated judgment in regulatory and customer-outcome matters, distinguishing issues with systemic risk.
• Experience with root-cause analysis and remediation, monitoring trends and regulatory complaints.

Responsibilities

• Develop, coordinate, and track responses to regulatory inquiries, examinations, and escalated complaints with Legal and Local Compliance.
• Maintain global regulatory alignment with local compliance heads and ensure policies are current.
• Oversee complaints governance, SLAs, escalation thresholds, and documentation across regions.
• Own second-line oversight, QA, risk-based testing, and remediation tracking.
• Turn complaint data into actionable compliance insights and executive reporting.

Skills

Regulatory responses

Cross-functional coordination

Regulatory compliance

Conduct risk

Complaint oversight

Job description

OKX is seeking a compliance professional to own the Global Customer Complaints Program and report to the Compliance Chief of Staff. You will coordinate with Legal, Local Compliance, Customer Support, Product, Operations, and Risk to promote consistent complaint handling across jurisdictions and ensure regulatory alignment.

This role demands strong regulatory judgment, second-line oversight, and the ability to translate complaints into actionable risk insights for senior leaders.