What You’ll Be Doing

1. Global Bot & Conversational AI Ownership
- Own end-to-end performance of OKX’s chatbot ecosystem across all markets
- Drive improvements in:
- Resolution rate
- Containment / deflection
- Fallback reduction
- Response quality and accuracy
- Define and implement global performance standards and benchmarks
- Lead the transition from post-deployment stabilization → continuous optimization at scale

2. AI & LLM Technical Leadership
- Apply deep expertise in:
- NLP and intent classification
- Entity recognition
- Retrieval-augmented generation (RAG)
- Prompt engineering
- Model evaluation frameworks
- Diagnose performance issues across:
- Model behavior
- Annotation quality
- Content gaps
- Flow design
- Partner with AI teams to:
- Improve model performance
- Optimize training data strategy
- Evaluate new AI capabilities and tools
- Act as the most technically credible AI voice within GBS

3. Bot Intelligence System Development
- 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
- Ensure strong linkage between:
- Data quality → model behavior → customer outcomes
- Support integration with:
- Backend systems (APIs, product flows)
- Knowledge management platforms

4. Performance & Efficiency Impact
- Drive measurable improvements in:
- Automation coverage
- Cost-to-serve reduction
- Operational efficiency
- Establish performance frameworks that:
- Connect bot metrics to business outcomes
- Identify clear drivers of performance improvement

5. Cross-Functional Partnership
- Act as primary GBS representative for bot intelligence in engagements with:
- AI / Data Science teams
- Product & Engineering
- Content & Knowledge Management
- Translate:
- Operational insights → technical requirements
- Model behavior → actionable improvements
- Influence roadmap decisions through data-driven and technically grounded input

6. Team Leadership & Capability Building
- Lead and develop:
- Bot Operations Specialists
- Bot Annotators
- Build capabilities in:
- AI/LLM literacy
- Annotation quality and standards
- Performance analytics
- Drive a culture of:
- Technical curiosity
- Data-driven decision making
- High accountability

7. Annotation Framework & Data Governance
- Own annotation standards and frameworks:
- Intent taxonomy
- Entity labeling
- Outcome classification
- Ensure:
- High annotation accuracy and consistency
- Continuous improvement of training data quality
- Partner with Knowledge teams to:
- Optimize content structure for LLM retrieval and response quality

8. Industry & AI Innovation
- Stay current on:
- LLM advancements
- Conversational AI best practices
- AI-assisted operations
- Identify and pilot opportunities to:
- Improve bot performance
- Increase operational efficiency through AI

What We Look For In You

1. Experience
- 8+ years of experience across:
- Conversational AI / NLP / LLM systems
- Operations in fintech, crypto, trading, or high-scale digital platforms
- 4+ years in senior leadership roles managing technical/AI-adjacent teams

2. Technical Expertise
- Strong hands-on understanding of:
- NLP and LLM systems
- Prompt engineering and RAG
- Training data and annotation frameworks
- Model evaluation and performance diagnostics
- Working knowledge of:
- Backend systems (APIs, integrations, data flows)

3. Track Record
- Proven experience:
- Improving bot or AI-driven customer experience at scale
- Driving measurable gains in automation and efficiency
- Building and leading high-performing teams

4. Industry Experience
- Strong preference for:
- Crypto / fintech / trading platforms
- High-growth, high-complexity environments

5. Leadership & Operating Capability
- Strong cross-functional collaboration skills
- Ability to influence technical and product stakeholders
- Experience operating in global, fast-paced environments

6. Other Requirements
- Strong analytical and problem-solving skills
- Excellent communication skills (technical and executive level)
- Fluent in English; Mandarin is a strong advantage

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 nations