Director, AI & Chatbot
TLDR
Own and scale OKX's conversational AI and bot intelligence capability globally, leading the transformation into strategic, AI-driven automation that enhances customer experience.
Who We Are
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.
About the Team
About The Opportunity
What You’ll Be Doing
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Own end-to-end performance of OKX's global chatbot ecosystem, driving improvements in resolution rate, containment/deflection, fallback reduction, and response quality; define and implement global performance standards, and lead the shift from post-deployment stabilization to continuous optimization at scale.
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Serve as the most technically credible AI voice within GBS — applying deep expertise in NLP, intent classification, entity recognition, RAG, prompt engineering, and model evaluation to diagnose issues across model behavior, annotation quality, content gaps, and flow design, and to partner with AI teams on model performance, training data strategy, and new capability evaluation.
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Evolve the bot function into a data-driven intelligence system, including annotation and training data pipelines, intent architecture and taxonomy, knowledge and retrieval optimization, performance feedback loops, and integration with backend systems and knowledge management platforms.
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Drive measurable gains in automation coverage, cost-to-serve, and operational efficiency; establish performance frameworks that connect bot metrics to business outcomes and surface clear drivers of improvement.
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Act as primary GBS representative for bot intelligence across AI/Data Science, Product & Engineering, and Knowledge Management, translating operational insights into technical requirements and model behavior into actionable improvements, and influencing roadmap decisions through data-driven, technically grounded input.
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Lead and develop Bot Operations Specialists and Bot Annotators, building capabilities in AI/LLM literacy, annotation quality, and performance analytics, while driving a culture of technical curiosity, data-driven decision making, and high accountability.
What We Look For In You
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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.
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Strong hands-on expertise in NLP and LLM systems, prompt engineering, RAG, training data and annotation frameworks, and model evaluation and performance diagnostics, plus working knowledge of backend systems (APIs, integrations, data flows).
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Proven track record of improving bot or AI-driven customer experience at scale, delivering measurable gains in automation and efficiency, and building high-performing teams.
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Strong cross-functional collaboration skills and the ability to influence technical and product stakeholders in global, fast-paced environments.
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Strong analytical and problem-solving skills, with excellent English communication skills at both technical and executive levels.
Nice to Haves
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Experience in crypto, fintech, or trading platforms, particularly in high-growth, high-complexity environments.
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Hands-on experience establishing annotation standards (intent taxonomy, entity labeling, outcome classification) and partnering with Knowledge teams to optimize content for LLM retrieval.
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Experience piloting emerging LLM and conversational AI capabilities in production operational contexts.
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Fluency in Mandarin is preferred to better support internal stakeholders and partners across APAC markets.
Perks & Benefits
- Competitive remuneration package (Base salary, Yearly bonus & incentive)
- Meal allowance up to RM 500/ month
- 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
Benefits
Health Insurance
Insurance coverage for employees & dependants
Home Office Stipend
Meal allowance up to RM 500/ month
Learning Budget
RM 3,500 training & wellness benefits per annum
Multinational work environment
Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations
OKX operates as a prominent cryptocurrency exchange, enabling users to buy, sell, and trade a wide range of digital assets, including Bitcoin and Ethereum. In addition to facilitating crypto trading, they've developed OKX Wallet, a widely-used platform for accessing decentralized applications and exploring the Web3 landscape.
- Founded
- Founded 2017
- Employees
- 500+ employees
- Industry
- Diversified Financial Services