Customer Complaints Senior Manager

Role overview A senior leadership role within the compliance function of a global crypto exchange, owning the worldwide customer complaints program. Reporting to the Compliance Chief of Staff, the position provides second-line oversight across jurisdictions, partnering with Legal, Customer Support, Product, Operations, Risk, and local Compliance teams to turn complaint data into actionable conduct-risk intelligence.

Responsibilities - Own the global customer complaints program and serve as the central Compliance point of contact - Develop, coordinate, and track responses to regulatory inquiries, examinations, and escalated complaints - Maintain global regulatory alignment with local Heads of Compliance as jurisdictional requirements evolve - Oversee the end-to-end complaints control framework, including classification, SLAs, escalation thresholds, and documentation - Provide second-line oversight and quality assurance through risk-based testing and remediation tracking - Turn complaint data into actionable compliance and conduct-risk intelligence through trend and root-cause analysis - Own complaints governance, executive reporting, and the standing agenda for compliance leadership meetings - Maintain the complaint management database, SLA adherence, and escalation thresholds across regions - Drive continuous improvement of the complaints framework using QA results and emerging risks

Requirements - 8+ years in compliance, conduct risk, consumer protection, complaints oversight, or a related discipline, ideally in a heavily regulated global organization - Demonstrated ownership of multi-jurisdictional compliance frameworks, translating regulation into scalable global standards - Strong regulatory and customer-outcome judgment, distinguishing individual service issues from systemic or conduct risk - Experience with root-cause analysis and systemic remediation, including broader population impact assessments - Background in second-line oversight, risk-based monitoring, QA, escalation, remediation tracking, and governance - Strong analytical, trend analysis, SLA monitoring, and executive reporting capabilities - Excellent written and verbal communication across regulators, Legal, senior executives, and cross-functional stakeholders - Proven ability to influence geographically dispersed teams and senior stakeholders

Nice to have - Experience designing or overseeing a global complaints program across the US, UK, EU, APAC, LATAM, or Middle East - Familiarity with frameworks from the FCA, CFPB, MAS, EBA, ESMA, EIOPA, and other national competent authorities - Relevant credentials such as CAMS, CFE, CRCM, CCEP/CCEP-I, ICA compliance qualifications, CIA, CRCMP, JD, or equivalent