Who We Are 

Okcoin is one of the world’s largest and fastest growing cryptocurrency exchanges. We help millions of people buy and sell bitcoin, and over 20 other crypto assets every day — but our work is a whole lot more than that. We’re building an inclusive future of finance, one that opens new opportunities to learn financial literacy, store value, and build wealth for everyone.

Ready to help the next billion people experience the future of finance with us? Come on board. We have offices in San Francisco, Malta, Hong Kong, Singapore, Japan, and Korea, but we believe in you working wherever you work best. 

About the Team

We’re a team of risk-minded problem solvers who advise the business on the company’s regulatory obligations and enterprise risk. We’re also deeply committed to moving the needle on risk and compliance standards for the crypto industry, building products in a compliant way, and protecting the company from financial, regulatory and reputational risks. Our team consists of seasoned risk and compliance professionals who are based across our global offices.

About the Opportunity

The Operational Strategy Manager’s primary focus is to lead the operational strategies and metrics, workforce planning, capacity modeling for our Global Investigation functions in Austin, Malta, and Beijing. 

In this role, the right candidate will assist the Sr. Mgr, Global Investigations to launch new investigative processes and tools, oversee team productivity, forecast staffing needs, and prioritize efficiency in daily operations. This also requires real-time monitoring and oversight of employees.

Our ideal candidate is a self-starter who appreciates challenges, takes initiative to improve the status quo, and can provide positive support and encouragement to our team.

who appreciates challenges, takes initiative to improve the status quo, and can provide positive support and encouragement to our team.

What You’ll Be Doing:

• Oversee operational analysis and strategies to improve our risk functions and maintain efficient use of tools/resources;
• Develop and standardise operational metrics, KPIs, dashboards to measure performance, productivity, and effectiveness of the team;
• Continuously improve service delivery processes and tools i.e Zendesk and Case Management System to ensure SLAs are consistently achieved while ensuring good customer experience; 
• Manage escalations, including raising to Sr. Leadership and re-assessing procedural gaps to reduce customer friction when applicable;
• Implement governance around process adherence and improvement projects to drive operational efficiencies;
• Proactively design and execute investigation processes to ensure smooth operational transition when support new product are launched or new case queues created; 
• Work with the leadership team to reallocate resources as necessary and build best-in-class operating processes for all cross-functional projects; 
• Support the build out our WFM program across main functions i.e capacity planning and forecast, scheduling, real-time operations, and productivity, etc. to ensure 24/7 coverage for our global risk operation;
• Manage all facets of the daily operations, Identify areas of opportunity and improvement within processes;
• Identify opportunities, risks, deep dive, and works with internal and external teams to implement solutions; and
• Set day-to-day operational objectives for the team and manage delivery to ensure operational results are achieved.

What We Look For In You:

• 5-8 years professional experience performing data analytics that influence business decision making, preferably in workforce management, planning and analysis for an operations function.
• Bachelor’s degree, preferably in a quantitative field (finance, economics, business) or equivalent experience
• Organizational and managerial skills
• Excellent verbal and written communication and presentation skills are required with the ability to effectively influence across a diverse partner base.
• Strong analytical and problem-solving skills required.

Nice to Haves:

• Human resources experience preferred
• Experience working with teams across offices and time zones.

Okcoin Statement

Okcoin is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, and non-job related physical or mental disability, or protected veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.