The Role
Owns OKX’s global customer complaints program within Compliance. Oversees regulatory responses, complaints governance, quality assurance, second-line oversight, trend analysis, root-cause remediation, executive reporting, and regulatory alignment across jurisdictions. Coordinates with Legal, Compliance, Product, Operations, Risk, and Customer Support teams to address escalated complaints, monitor customer outcomes, strengthen controls, and track remediation through closure.
Summary Generated by Built In
Who We Are
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: We Before Me, Do the Right Thing, and Get Things Done. 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.
About the Opportunity
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.
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.
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.
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.
What You'll Be Doing
- 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.
What We Look For In You
- Strong experience developing and managing responses to regulators is required, including regulatory inquiries, information requests, examinations, escalated customer complaints, and other supervisory matters. Demonstrated ability to coordinate cross-functional inputs, develop clear and defensible written responses, manage regulatory deadlines, and track resulting commitments and remediation through closure.
- Significant experience in regulatory compliance, conduct risk, consumer protection, complaints oversight, or a related discipline, ideally within a highly regulated and globally distributed organization.
- Demonstrated experience owning or overseeing a multi-jurisdictional compliance framework, including translating regulatory requirements into scalable global standards, controls, monitoring, and governance while appropriately incorporating local requirements.
- Strong regulatory and customer-outcome judgment, with the ability to distinguish individual service issues from matters presenting potential regulatory, conduct, consumer-harm, reputational, or systemic risk.
- Demonstrated experience with root-cause analysis and systemic remediation, including assessing whether broader customer populations may be affected and driving appropriate corrective action.
- Strong second-line oversight and challenge capabilities, with experience designing or operating risk-based monitoring, QA, issue escalation, remediation tracking, and governance processes.
- Strong analytical and reporting capabilities, trend analysis, SLA monitoring, management information, and executive reporting.
- Excellent written and verbal communication skills, with the ability to communicate clearly with regulators, Legal, Compliance, senior executives, and cross-functional stakeholders.
- Proven ability to influence geographically dispersed teams and senior stakeholders.
Nice-To-Haves
- Experience designing or overseeing a global customer complaints program across multiple regulatory regimes, particularly the United States, United Kingdom, European Union, APAC, LATAM, and/or Middle East.
- Familiarity with complaints-handling and customer protection expectations across major global regulatory regimes, including those established by the FCA, CFPB, MAS, European Supervisory Authorities (EBA, ESMA and EIOPA), and other relevant national competent authorities and dispute-resolution bodies.
- Relevant professional certification or advanced qualification such as CAMS, CFE, CRCM, CCEP/CCEP-I, ICA compliance qualifications, CIA, CRCMP, JD or equivalent legal qualification, or a comparable compliance, risk, or audit credential.
Notice:
All official OKX vacancies are published on this website. While roles may appear on selected third-party platforms from time to time, information on other sites may be inaccurate or outdated. If in doubt, please apply directly through our official careers website.
Information collected and processed as part of the recruitment process of any job application you choose to submit is subject to OKX's Candidate Privacy Notice.
Skills Required
- Strong experience developing and managing responses to regulators, including inquiries, information requests, examinations, escalated complaints, and supervisory matters.
- Experience coordinating cross-functional regulatory inputs, preparing defensible written responses, meeting regulatory deadlines, and tracking remediation.
- Significant experience in regulatory compliance, conduct risk, consumer protection, complaints oversight, or a related discipline.
- Experience owning or overseeing a multi-jurisdictional compliance framework and translating regulatory requirements into global standards and controls.
- Strong regulatory and customer-outcome judgment, including assessment of conduct, consumer-harm, reputational, and systemic risks.
- Experience with root-cause analysis and systemic remediation.
- Experience designing or operating risk-based monitoring, quality assurance, issue escalation, remediation tracking, and governance processes.
- Strong analytical and reporting capabilities, including trend analysis, SLA monitoring, management information, and executive reporting.
- Excellent written and verbal communication skills with regulators, Legal, Compliance, executives, and cross-functional stakeholders.
- Ability to influence geographically dispersed teams and senior stakeholders.
- Experience designing or overseeing a global customer complaints program across multiple regulatory regimes.
- Familiarity with complaints-handling and customer protection expectations across FCA, CFPB, MAS, EBA, ESMA, EIOPA, and other regulatory regimes.
- Relevant certification or advanced qualification such as CAMS, CFE, CRCM, CCEP, CCEP-I, ICA, CIA, CRCMP, JD, or equivalent.
OKX Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about OKX and has not been reviewed or approved by OKX.
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Fair & Transparent Compensation — Pay is considered competitive or above market, especially in engineering, product, and legal roles across major hubs. This positioning is consistently cited as a major attraction for candidates.
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Healthcare Strength — Role descriptions indicate comprehensive medical, dental, vision, life, and disability coverage, with employer-paid premiums in some cases. Health coverage is highlighted alongside core benefits like PTO and parental leave.
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Wellbeing & Lifestyle Benefits — Allowances for education and fitness, meal perks and snacks, team-building budgets, and structured learning programs are described across locations. These extras enhance the total rewards package beyond base pay.
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The Company
What We Do
Founded in 2017, OKX is one of the world’s leading cryptocurrency spot and derivatives exchanges. OKX innovatively adopted blockchain technology to reshape the financial ecosystem by offering some of the most diverse and sophisticated products, solutions, and trading tools on the market. Trusted by more than 20 million users in over 180 regions globally, OKX strives to provide an engaging platform that empowers every individual to explore the world of crypto. In addition to its world-class DeFi exchange, OKX serves its users with OKX Insights, a research arm that is at the cutting edge of the latest trends in the cryptocurrency industry. With its extensive range of crypto products and services, and unwavering commitment to innovation, OKX’s vision is a world of financial access backed by blockchain and the power of decentralized finance.
