Senior Manager – Global Customer Complaints & Regulatory Intelligence Lead at brighthush

About brighthush

brighthush is at the forefront of the digital asset revolution, empowering millions of users worldwide to trade, invest, and innovate with confidence. As a trusted partner for institutional and retail clients alike, brighthush delivers secure, transparent, and compliant solutions across the entire crypto ecosystem. Our mission is simple: to unlock financial freedom for everyone, everywhere. We do this by combining cutting‑edge technology, rigorous risk management, and a culture that values integrity, collaboration, and continuous improvement.

Why Join brighthush?

Working at brighthush means you’ll be part of a high‑velocity, global organization that is reshaping the future of finance. You’ll collaborate with world‑class professionals across product, engineering, legal, and compliance, and you’ll have the chance to influence the industry’s regulatory landscape. Our people thrive in an environment that rewards curiosity, encourages experimentation, and celebrates success—both individual and collective.

About the Opportunity

The Senior Manager – Global Customer Complaints & Regulatory Intelligence Lead will spearhead brighthush’s worldwide customer complaints program. Reporting directly to the Compliance Chief of Staff, you will partner with Legal, Local Compliance, Customer Support, Product, Operations, and Risk teams to ensure consistent, compliant, and customer‑centric complaint handling across all jurisdictions.

In this role, you 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

• Develop, coordinate, and track responses to regulatory inquiries, examinations, and escalated complaints.
• Partner with Legal and Local Compliance to gather facts, craft defensible responses, and manage review and approval processes.
• Ensure timely compliance with regulatory deadlines and track resulting commitments, remediation, and closure.

Global Regulatory Alignment

• Collaborate with local Heads of Compliance to monitor jurisdictional changes and update global policies, standards, and procedures.
• Maintain a living repository of regulatory requirements and ensure they are embedded in local and global frameworks.

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.

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.

Data‑Driven Intelligence

• Analyze complaint data to identify trends, recurring issues, root causes, and systemic risks.
• Translate insights into compliance and conduct‑risk intelligence for senior leadership.

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.

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.

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.

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.

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.

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.

Work Environment & Culture

brighthush fosters a culture of transparency, accountability, and continuous learning. Our 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.

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.

How to Apply

Ready to take the next step in your compliance career? Submit your application through our official careers portal. We encourage you to highlight your experience with global regulatory frameworks, customer‑complaint management, and data‑driven risk insights.

Closing Statement

As the Senior Manager – Global Customer Complaints & Regulatory Intelligence Lead, you will be 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 crypto space. 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.