Global Customer Complaints & Compliance Leader

P2P; Englewood Cliffs (NJ); On-site; USD 140,000 - 190,000; Full time

Job summary

OKX is seeking a senior Compliance professional to own the Global Customer Complaints Program, reporting to the Compliance Chief of Staff. You’ll collaborate with Legal, Local Compliance, Customer Support, Product, Operations and Risk to align complaint handling across jurisdictions and provide second-line oversight.

You will turn customer complaints into actionable intelligence, oversee governance, drive root-cause analysis, and deliver senior leadership reporting on outcomes and emerging risks

Qualifications

• Experience developing and managing responses to regulators and supervisory inquiries.
• Extensive regulatory compliance and conduct risk experience in a global organization.
• Ability to translate regulatory requirements into scalable global standards.
• Strong analytical, reporting, and trend analysis capabilities.
• Excellent written and verbal communication with regulators and senior stakeholders.
• Ability to influence geographically dispersed teams.

Responsibilities

• Develop, coordinate, and track responses to regulatory inquiries and escalated complaints.
• Maintain global regulatory alignment and ensure policies and procedures are current.
• Oversee the end-to-end complaints control framework and escalation thresholds.
• Own second-line oversight, QA, and remediation tracking.
• Turn complaint data into actionable compliance intelligence and reporting.
• Own complaints governance and executive reporting for leadership meetings.
• Maintain complaint management databases and SLA adherence.
• Coordinate regulator-facing responses with Legal and Local Compliance teams.
• Drive continuous improvement of the framework across regions.

Skills

Regulatory compliance

Regulatory inquiries

Cross-functional collaboration

Written communication

Stakeholder management

Regulatory reporting

Job description

OKX is seeking a senior Compliance professional to own the Global Customer Complaints Program, reporting to the Compliance Chief of Staff. You’ll collaborate with Legal, Local Compliance, Customer Support, Product, Operations and Risk to align complaint handling across jurisdictions and provide second-line oversight.

You will turn customer complaints into actionable intelligence, oversee governance, drive root-cause analysis, and deliver senior leadership reporting on outcomes and emerging risks