Director, AI & Chatbot at OKX

<div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxuseysYUio6Qia64JLLAwE7dh"> <div data-page-id="doxusokjWsaOkSCIjzixAfRM3sd" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxusaUYeCmu82WSkkm5KDd00db"> <div data-page-id="AEW3d0Y2noLuIcxROuFubTLpsZd" data-docx-has-block-data="false"> <h2 class="heading-2 ace-line old-record-id-doxuslsyQOGHoiYb47TiA1n51Th"><strong>Who We Are</strong></h2> <div data-page-id="Kpucdjv7JoAcSZxSf7PuRl5Yscb" data-lark-html-role="root" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-F0AqdMxHGoRttzxX8mMuzlWOssc"> <p>At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.</p> <p>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.</p> <p>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.</p> <p>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.</p> </div> </div> <h2 class="heading-2 ace-line old-record-id-doxus9qcafz8J9vhi3nwZgrckWg">&nbsp;</h2> <h2 class="heading-2 ace-line old-record-id-doxus9qcafz8J9vhi3nwZgrckWg"><strong>About the Team</strong></h2> <div data-page-id="RvwbdJVr9ovJUixuaKrl75NZgig" data-lark-html-role="root" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-Wc6bd6HTgothvhxENsNlbTAagSe"> <div data-page-id="V8hXdXYrIoGWkbxuWm7loArRglf" data-lark-html-role="root" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-doxlgRS2Ak56Im8GgBXuCKK50Vh">The Bot Intelligence is a core function within Global Business Services (GBS), responsible for building scalable, high-performance operational systems that power OKX’s global customer experience. They sit at the intersection of Customer Operations, AI &amp; Data Systems (LLMs, NLP, GenAI platforms), Product &amp; Engineering, and Knowledge &amp; Content Systems.</div> <div class="ace-line ace-line old-record-id-doxlgRS2Ak56Im8GgBXuCKK50Vh">&nbsp;</div> <div class="ace-line ace-line old-record-id-doxlgRS2Ak56Im8GgBXuCKK50Vh">This function is evolving from traditional chatbot operations into a data- and AI-driven intelligence layer, enabling automation, scalability, and consistent customer experience across 40+ markets.</div> </div> </div> </div> <h2 class="heading-2 ace-line old-record-id-doxus9qcafz8J9vhi3nwZgrckWg">&nbsp;</h2> <h2 class="heading-2 ace-line old-record-id-doxus9qcafz8J9vhi3nwZgrckWg"><strong>About The Opportunity</strong></h2> <div data-page-id="V8hXdXYrIoGWkbxuWm7loArRglf" data-lark-html-role="root" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-YWmKdlxhjoHGs1xRvzRlJJDjgpf">As Director, AI &amp; Bot Intelligence, you will own and scale OKX's conversational AI and bot intelligence capability globally.</div> <div class="ace-line ace-line old-record-id-YWmKdlxhjoHGs1xRvzRlJJDjgpf">&nbsp;</div> <div class="ace-line ace-line old-record-id-CF3AdrTwXopNBxx8ieflVHgbgsg">You will lead the transformation of the function from performance management and annotation into a strategic, AI-driven capability that materially improves automation, efficiency, and customer experience at scale.</div> <div class="ace-line ace-line old-record-id-CF3AdrTwXopNBxx8ieflVHgbgsg">&nbsp;</div> <div class="ace-line ace-line old-record-id-CF3AdrTwXopNBxx8ieflVHgbgsg">You will operate as a technical leader, a strategic partner to AI, Product, and Engineering teams, and a builder of high-performing, AI-native teams.</div> </div> <h2 class="heading-2 ace-line old-record-id-doxushHxPgvpIV0pJrijghkWDWe">&nbsp;</h2> <h2 class="heading-2 ace-line old-record-id-doxushHxPgvpIV0pJrijghkWDWe"><strong>What You’ll Be Doing </strong></h2> <div data-page-id="V8hXdXYrIoGWkbxuWm7loArRglf" data-lark-html-role="root" data-docx-has-block-data="false"> <ul class="list-bullet1"> <li class="ace-line ace-line old-record-id-UDj5dxyqbollZjxbVVWlaMuTgfc" data-list="bullet"> <div>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.</div> </li> <li class="ace-line ace-line old-record-id-M4YgdvfX3ojtRoxEFMZlRSjsgcc" data-list="bullet"> <div>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.</div> </li> <li class="ace-line ace-line old-record-id-IPkhdTKQcoiefyxkbK5l9E3Ogtf" data-list="bullet"> <div>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.</div> </li> <li class="ace-line ace-line old-record-id-KXdKdDd5Zozoz8x0lZRlBUZagUb" data-list="bullet"> <div>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.</div> </li> <li class="ace-line ace-line old-record-id-IWrOdUcVroqj9gxkO0VlT8tpg7d" data-list="bullet"> <div>Act as primary GBS representative for bot intelligence across AI/Data Science, Product &amp; 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.</div> </li> <li class="ace-line ace-line old-record-id-RqdIdyl4GoscCqxRvEdldY2ag6b" data-list="bullet"> <div>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.</div> </li> </ul> <p>&nbsp;</p> </div> <h2 class="heading-2 ace-line old-record-id-doxusWnZPeJsdMU53QGew90VQeh"><strong>What We Look For In You&nbsp;</strong></h2> <div data-page-id="V8hXdXYrIoGWkbxuWm7loArRglf" data-lark-html-role="root" data-docx-has-block-data="false"> <ul class="list-bullet1"> <li class="ace-line ace-line old-record-id-JRczdrCykoAew1xeZTLl7TuxgTf" data-list="bullet"> <div><strong>8+ years of experience</strong> spanning conversational AI/NLP/LLM systems and operations in fintech, crypto, trading, or high-scale digital platforms, with <strong>4+ years in senior leadership</strong> roles managing technical or AI-adjacent teams.</div> </li> <li class="ace-line ace-line old-record-id-UPO3dSoRYo4vrCxp4MmlHwEgghc" data-list="bullet"> <div>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).</div> </li> <li class="ace-line ace-line old-record-id-N48EdO5leonlA1xgUaGlzykSgug" data-list="bullet"> <div>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.</div> </li> <li class="ace-line ace-line old-record-id-DDTzdx3h5ogVR4xRAMilqpxZgIe" data-list="bullet"> <div>Strong cross-functional collaboration skills and the ability to influence technical and product stakeholders in global, fast-paced environments.</div> </li> <li class="ace-line ace-line old-record-id-YhIgdzQuRoYmvsx6wpzleiLEg7b" data-list="bullet"> <div>Strong analytical and problem-solving skills, with excellent English communication skills at both technical and executive levels.</div> </li> </ul> </div> <div data-page-id="RvwbdJVr9ovJUixuaKrl75NZgig" data-lark-html-role="root" data-docx-has-block-data="false">&nbsp;</div> <h2><strong>Nice to Haves</strong></h2> <div data-page-id="V8hXdXYrIoGWkbxuWm7loArRglf" data-lark-html-role="root" data-docx-has-block-data="false"> <ul class="list-bullet1"> <li class="ace-line ace-line old-record-id-WgNxd8jz3oBJbBxQI2elWaP6gRg" data-list="bullet"> <div>Experience in crypto, fintech, or trading platforms, particularly in high-growth, high-complexity environments.</div> </li> <li class="ace-line ace-line old-record-id-L2lNdTbcdoZOy1xxnS7lVDTOgDb" data-list="bullet"> <div>Hands-on experience establishing annotation standards (intent taxonomy, entity labeling, outcome classification) and partnering with Knowledge teams to optimize content for LLM retrieval.</div> </li> <li class="ace-line ace-line old-record-id-X4u7d3kBZopV7pxsIUylpuJZg5f" data-list="bullet"> <div>Experience piloting emerging LLM and conversational AI capabilities in production operational contexts.</div> </li> <li class="ace-line ace-line old-record-id-H5u9djyjvoWsXJx5QxhlLhBzg3d" data-list="bullet"> <div>Fluency in Mandarin is preferred to better support internal stakeholders and partners across APAC markets.</div> </li> </ul> </div> <p>&nbsp;</p> <h2><strong>Perks &amp; Benefits&nbsp;</strong></h2> <ul class="list-bullet1"> <li>Competitive remuneration package (Base salary, Yearly bonus &amp; incentive)</li> <li>Meal allowance up to RM 500/ month</li> <li>Unlimited transport allowance (T&amp;C apply)</li> <li>Monthly team building</li> <li>RM 3,500 training &amp; wellness benefits per annum</li> <li>Convenient workplace (5 minutes walk from MRT TRX)</li> <li>Insurance coverage for employees &amp; dependants</li> <li>Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed</li> <li>Employee engagement, recognition and appreciation program</li> <li>Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nation</li> </ul> <p>&nbsp;</p> <p><span style="color: rgb(255, 255, 255);">#LI-Onsite #LI-JC3</span></p> </div> </div> </div> </div> </div><div class="content-conclusion"><div data-lark-html-role="root"><span class="text-only" data-eleid="18"><span class="text-only"><span class="text-only" data-eleid="6">Notice:<br></span></span></span> <div data-lark-html-role="root"><span class="text-only" data-eleid="26"><span class="text-only">All official </span><span class="text-only text-with-abbreviation text-with-abbreviation-bottomline">OKX</span><span class="text-only"> vacancies are published on this website.</span></span> <span class="text-only" data-eleid="28"><span class="text-only">While roles may appear on selected third-party platforms from time to time, information on other sites may be inaccurate or outdated. </span></span><strong><span class="text-only" data-eleid="29"><span class="text-only">If in doubt, please apply directly through our official careers website.</span></span></strong></div> </div> <div data-lark-html-role="root"><span class="text-only" data-eleid="18"><span class="text-only">Information collected and processed as part of the recruitment process of any job application you choose to submit is subject to&nbsp;</span><span class="text-only text-with-abbreviation text-with-abbreviation-bottomline">OKX</span><span class="text-only">'s </span></span><a class="link rich-text-anchor __anchor-intercept-flag__ text-content-link" href="https://www.okx.com/en-eu/help/okx-candidate-privacy-notice" target="_blank" data-eleid="19" data-lark-is-custom="true" data-lark-link="true">Candidate Privacy Notice</a><span class="text-only" data-eleid="20"><span class="text-only">.</span></span></div></div>