The Role
The Director of AI & Chatbot is responsible for transforming OKX's conversational AI capabilities, improving automation and customer experience while leading a technical team and partnering with various departments.
Summary Generated by Built In
Who We Are
About the Team About The Opportunity What You’ll Be Doing What We Look For In You Nice to Haves
Perks & Benefits
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.
The AI Operations Strategy function is a core capability within Global Business Services (GBS), responsible for defining and governing how AI is applied across Global Business Services to improve customer experience, operational effectiveness, productivity, and scalability. Working at the intersection of GBS, AI, and Product & Engineering, the team translates operational intelligence into scalable AI solutions that improve customer experience, operational efficiency, and business outcomes.
Rather than building AI platforms, the team ensures AI capabilities are applied to solve the highest-value operational problems while creating a continuous feedback loop between GBS operations, Product, and Engineering.
As Director, AI Operations Strategy, you will lead the AI strategy and intelligent operations agenda for Global Business Services.
Your primary responsibility is to define the AI strategy for GBS by identifying high-value operational opportunities, translating business priorities into scalable AI use cases, and ensuring AI delivers measurable business outcomes.
While this is not an AI engineering role, you are expected to possess strong technical fluency in LLMs, conversational AI, prompt engineering, retrieval systems, APIs, and AI solution design to effectively partner with Product and Engineering teams and bridge operational requirements with technical implementation.
This role owns the AI Operations Strategy for Global Business Services, ensuring operational priorities, customer insights, and business outcomes shape AI investments while serving as the strategic bridge between GBS, Product, and Engineering. Engineering remains accountable for platform development, while this role is accountable for value realization, adoption, and operational impact.
- Define and execute the AI Operations Strategy for Global Business Services, establishing the roadmap for conversational AI, intelligent automation, and AI-assisted workflows across customer operations.
- Develop the AI capability roadmap for GBS, including governance, operating model, adoption strategy, success metrics, and capability development to establish AI as a core operational capability across Global Business Services.
- Serve as the AI Strategy Lead within GBS, bringing sufficient technical fluency in LLMs, NLP, RAG, prompt engineering, AI evaluation, APIs, and system integrations to engage Product and Engineering teams as a credible partner. Translate operational priorities into AI capabilities, influence solution design, and ensure operational insights are systematically reflected in Product and Engineering roadmaps.
- Establish a closed-loop AI Operations framework that continuously improves AI performance, operational outcomes, and customer experience through operational insights, customer interactions, knowledge optimization, annotation quality, and structured feedback into Product and Engineering.
- Drive measurable gains in automation coverage, cost-to-serve, and operational efficiency; establish performance frameworks that connect AI initiatives to business outcomes, customer experience, operational efficiency, workforce productivity, and business value.
- Act as the strategic bridge between GBS and Product & Engineering by representing the voice of Global Business Services in enterprise AI planning, ensuring operational priorities, customer insights, and frontline intelligence influence AI investment decisions, product roadmaps, and solution design.
- Establish governance for AI adoption across GBS, including prioritization, value realization, risk management, and success measurement to ensure AI initiatives align with business strategy and regulatory expectations.
- 8+ years of experience spanning conversational AI/NLP/LLM systems and operations in fintech, crypto, trading, or high-scale digital platforms, with 4+ years in senior leadership roles managing technical or AI-adjacent teams.
- Strong working knowledge of Large Language Models (LLMs), conversational AI, prompt engineering, retrieval-augmented generation (RAG), AI evaluation frameworks, APIs, and solution design. Able to engage technical teams, challenge solution design, and translate operational requirements into scalable AI capabilities.
- Proven experience leading AI adoption or digital transformation initiatives within Operations, Customer Experience, or Shared Services functions, with demonstrated ability to convert operational insights into scalable technology solutions.
- Proven track record of leading AI-enabled operational transformation and delivering measurable improvements in customer experience, operational efficiency, automation, and business performance.
- Strong cross-functional collaboration skills and the ability to influence technical and product stakeholders in global, fast-paced environments.
- Strong analytical and problem-solving skills, with excellent English communication skills at both technical and executive levels.
- Experience in crypto, fintech, or trading platforms, particularly in high-growth, high-complexity environments.
- Experience working closely with Product, Engineering, and Data Science teams to deliver AI-enabled products or operational capabilities at enterprise scale.
- Experience with conversational AI optimization, annotation frameworks, knowledge management, or AI training data strategies.
- Experience piloting emerging LLM and conversational AI capabilities in production operational contexts.
- Fluency in Mandarin is preferred to better support internal stakeholders and partners across APAC markets.
- Competitive remuneration package (Base salary, Yearly bonus & Incentive)
- Meal allowance
- Unlimited transport allowance (T&C apply)
- Monthly team building
- RM 3,500 training & wellness benefits per annum
- Convenient workplace (5 minutes walk from MRT TRX)
- Insurance coverage for employees & dependants
- Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed
- Employee engagement, recognition and appreciation program
- Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nation
#LI-Onsite #LI-JC3
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
- 8+ years of experience in Conversational AI / NLP / LLM systems
- 4+ years in senior leadership roles managing technical/AI-adjacent teams
- Strong hands-on understanding of NLP and LLM systems
- Proven experience in improving bot or AI-driven customer experience
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.
-
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.
-
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.
-
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.
OKX Insights
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
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.
