Senior Global Manager – Customer Complaints & Regulatory Intelligence Lead – Championing Customer Experience, Compliance Excellence, and Strategic Regulatory Insight in the Digital Asset Ecosystem at brighthush

About brighthush

brighthush is a trailblazer in the digital asset arena, seamlessly blending state‑of‑the‑art technology, sophisticated financial services, and meticulous regulatory stewardship. With a footprint that spans North America, Europe, Asia‑Pacific, LATAM, and the Middle East, we empower millions of institutional investors and everyday traders to navigate the ever‑evolving world of cryptocurrencies with confidence, speed, and uncompromised security. Our mission is simple yet ambitious: to democratize financial freedom by delivering a platform that is not only fast and intuitive but also built on a foundation of transparency, compliance, and trust.

Why brighthush is the Place to Accelerate Your Career

At brighthush, we don’t just build products; we shape the future of finance. Our culture is a blend of relentless curiosity, disciplined execution, and a deep commitment to ethical leadership. You’ll work alongside world‑class engineers, product visionaries, legal scholars, and compliance experts who are passionate about redefining how people interact with digital assets. We reward initiative, celebrate experimentation, and recognize both individual brilliance and collective impact. If you thrive in a fast‑paced, global environment where your ideas can influence policy, product, and the broader industry, brighthush is the place for you.

Role Overview

The Senior Global Manager – Customer Complaints & Regulatory Intelligence Lead will serve as the linchpin of brighthush’s worldwide complaints strategy. Reporting directly to the Compliance Chief of Staff, you will partner with Legal, Local Compliance, Customer Support, Product, Operations, and Risk teams to ensure a consistent, compliant, and customer‑centric approach to complaint handling across all jurisdictions. Your analytical acumen will transform customer complaints into actionable compliance insights, drive continuous improvement of our complaints framework, and provide senior leadership with clear, data‑driven reporting on customer outcomes and emerging risks.

Key Responsibilities

Regulatory Response & Oversight

• Lead the development, coordination, and execution of responses to regulatory inquiries, examinations, and escalated complaints.
• Collaborate with Legal and Local Compliance to gather facts, craft defensible responses, and manage review and approval workflows.
• Ensure compliance with regulatory deadlines, track resulting commitments, remediation actions, and closure status.
• Maintain a proactive stance on regulatory expectations, anticipating changes that could impact complaint handling processes.

Global Regulatory Alignment

• Work closely with local Heads of Compliance to monitor jurisdictional changes and update global policies, standards, and procedures.
• Maintain a living repository of regulatory requirements and embed them into local and global frameworks.
• Translate complex regulatory expectations into clear, actionable guidance for cross‑functional teams.
• Facilitate quarterly regulatory alignment workshops to ensure all teams are synchronized on evolving compliance mandates.

Complaints Control Framework

• Own the end‑to‑end complaints lifecycle: identification, classification, escalation, investigation, resolution, and closed‑loop validation.
• Define and enforce escalation thresholds, documentation standards, and service‑level expectations.
• Implement best‑practice processes that balance speed, accuracy, and customer satisfaction.
• Drive the adoption of technology solutions that automate routine complaint triage and escalation.

Second‑Line Oversight & Quality Assurance

• Conduct risk‑based testing of complaint handling processes to identify control gaps and customer‑outcome issues.
• Track remediation progress, escalations, and corrective actions, ensuring timely resolution.
• Provide actionable feedback to first‑line teams to strengthen controls and reduce recurrence.
• Lead quarterly quality audits and publish findings to senior leadership.

Data‑Driven Intelligence

• Analyze complaint data to uncover trends, recurring issues, root causes, and systemic risks.
• Translate insights into compliance and conduct‑risk intelligence for senior leadership.
• Develop dashboards and visualizations that enable real‑time monitoring of key metrics.
• Collaborate with data science teams to build predictive models that forecast complaint volumes and risk hotspots.

Governance & Executive Reporting

• Own complaints governance and serve as the standing owner of the complaints agenda for compliance leadership meetings.
• Prepare executive‑level reports, dashboards, and presentations for compliance committees and board meetings.
• Advise senior leadership on emerging risks, regulatory trends, and strategic opportunities.
• Champion a culture of transparency by ensuring that all stakeholders receive timely, accurate information.

Continuous Improvement

• Leverage QA results, regulatory developments, and complaint trends to refine controls and improve customer outcomes.
• Champion best practices and drive cross‑functional initiatives to enhance the complaints framework.
• Lead the implementation of process improvements that reduce cycle time and increase resolution quality.
• Document lessons learned and update knowledge bases to support ongoing learning.

Essential Qualifications

• 10+ years of experience in regulatory compliance, conduct risk, consumer protection, or complaints oversight within a highly regulated, global organization.
• Proven track record of managing regulatory responses, including inquiries, examinations, and escalated complaints.
• Deep understanding of multi‑jurisdictional compliance frameworks and the ability to translate regulatory requirements into scalable global standards.
• Strong analytical skills with experience in trend analysis, SLA monitoring, and executive reporting.
• Excellent written and verbal communication skills, capable of articulating complex regulatory matters to diverse audiences.
• Demonstrated ability to influence geographically dispersed teams and senior stakeholders.
• Experience leading cross‑functional projects that deliver measurable improvements in customer experience and compliance.

Preferred Qualifications

• Experience designing or overseeing a global customer complaints program across major regulatory regimes (US, UK, EU, APAC, LATAM, Middle East).
• Familiarity with regulatory expectations from FCA, CFPB, MAS, EBA, ESMA, EIOPA, and other national competent authorities.
• Professional certifications such as CAMS, CFE, CRCM, CCEP/CCEP‑I, ICA compliance qualifications, CIA, CRCMP, JD, or equivalent.
• Background in fintech or digital asset compliance, with a strong grasp of cryptocurrency regulatory landscapes.

Skills & Competencies

• Regulatory judgment and customer‑outcome focus.
• Root‑cause analysis and systemic remediation.
• Second‑line oversight and challenge mindset.
• Data‑driven decision making and trend analysis.
• Stakeholder management and cross‑functional collaboration.
• Project management and process improvement.
• Strong business acumen and strategic thinking.
• Adaptability to fast‑changing regulatory environments.
• Leadership in fostering a culture of continuous improvement.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by the impact you create. As Senior Manager, you will:

• Lead high‑visibility initiatives that shape the company’s compliance posture.
• Mentor junior compliance professionals and build a high‑performing team.
• Collaborate with senior executives on strategy, risk appetite, and regulatory engagement.
• Participate in cross‑functional projects that drive innovation and operational excellence.
• Access a robust learning and development program, including certifications, workshops, and industry conferences.
• Take ownership of emerging compliance domains, positioning yourself as a thought leader in the digital asset space.

Work Environment & Culture

brighthush fosters a culture of transparency, accountability, and continuous learning. Our core values—We Before Me, Do the Right Thing, and Get Things Done—guide every decision and interaction. You’ll find a collaborative, inclusive environment where diverse perspectives are valued and every voice can influence the future of finance. We champion work‑life balance, offer flexible work arrangements, and support wellness initiatives that keep our team energized and focused.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive total compensation package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and equity participation.
• Comprehensive health, dental, and vision coverage for employees and dependents.
• Generous paid time off, flexible work arrangements, and wellness programs.
• Learning & Development stipend, tuition reimbursement, and access to industry certifications.
• Team‑building events, company retreats, and community outreach initiatives.
• Employee referral bonuses and recognition programs.

How to Apply

Ready to take the next step in your compliance career? Submit your application through our official careers portal. Highlight your experience with global regulatory frameworks, customer‑complaint management, and data‑driven risk insights. We look forward to learning how you can help us protect our users, satisfy regulators, and maintain our reputation as a trusted leader in the crypto space.

Closing Statement

As the Senior Global Manager – Customer Complaints & Regulatory Intelligence Lead, you will sit at the nexus of customer experience, regulatory compliance, and strategic risk management. Your expertise will shape how brighthush protects its users, satisfies regulators, and maintains its reputation as a trusted leader in the digital asset ecosystem. If you are a proactive, analytical, and collaborative professional who thrives in a fast‑paced, global environment, we invite you to join our mission to unlock financial freedom for everyone.

Apply today and help us build a safer, more inclusive future for the digital asset community.