Global Customer Complaints & Compliance Lead

Precision Labs; United States; Hybride; USD 120 000 - 180 000; Plein temps

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Competitive total compensation package

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Résumé du poste

OKX is seeking a Global Customer Complaints Program lead for the Compliance function. You will own the program and report to the Compliance Chief of Staff, coordinating with Legal, Local Compliance, Customer Support, Product, Operations, and Risk to promote consistent complaint handling across jurisdictions.

Your role includes turning customer complaints into actionable compliance intelligence, overseeing governance, risk trends, and executive reporting, and guiding regulatory responses with

Qualifications

• Proven experience coordinating responses to regulators and supervisory authorities.
• Experience in regulatory compliance, conduct risk, or consumer protection.
• Ability to translate regulatory requirements into scalable global standards.
• Strong judgment for regulator interactions and customer outcomes.
• Experience with root-cause analysis and remediation.

Responsabilités

• 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.

Connaissances

Regulatory compliance

Regulatory inquiries

Cross-functional coordination

Regulatory reporting

Written communication

Executive reporting

Risk management

Description du poste

OKX is seeking a Global Customer Complaints Program lead for the Compliance function. You will own the program and report to the Compliance Chief of Staff, coordinating with Legal, Local Compliance, Customer Support, Product, Operations, and Risk to promote consistent complaint handling across jurisdictions.

Your role includes turning customer complaints into actionable compliance intelligence, overseeing governance, risk trends, and executive reporting, and guiding regulatory responses with