- Location
- Kuala Lumpur, Malaysia
- Department
- Business Operations Support
- Seniority
- Director
- Experience
- 8+ years
- Source
- Greenhouse
Description
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
Core function within Global Business Services (GBS), responsible for building scalable, high-performance operational systems that power OKX’s global customer experience.
The Bot Intelligence function sits at the intersection of:
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Customer Operations
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AI & Data Systems (LLMs, NLP, GenAI platforms)
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Product & Engineering
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Knowledge & Content Systems
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.
About The Opportunity
As Director, AI & Bot Intelligence, you are responsible for owning and scaling OKX’s conversational AI and bot intelligence capability globally.
You will lead the transformation of the bot function from: → performance management and annotation → into a strategic AI-driven capability that materially improves automation, efficiency, and customer experience at scale
You bring:
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Strong technical fluency in NLP and LLM systems
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Proven experience in fintech, crypto, or trading environments
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Ability to connect AI model behavior with operational outcomes
You will operate as:
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A technical leader
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A strategic partner to AI, Product, and Engineering teams
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A builder of high-performing, AI-native teams
What You’ll Be Doing
1. Global Bot & Conversational AI Ownership
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Own end-to-end performance of OKX’s chatbot ecosystem across all markets
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Drive improvements in:
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Resolution rate
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Containment / deflection
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Fallback reduction
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Response quality and accuracy
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Define and implement global performance standards and benchmarks
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Lead the transition from post-deployment stabilization → continuous optimization at scale
2. AI & LLM Technical Leadership
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Apply deep expertise in:
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NLP and intent classification
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Entity recognition
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Retrieval-augmented generation (RAG)
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Prompt engineering
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Model evaluation frameworks
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Diagnose performance issues across:
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Model behavior
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Annotation quality
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Content gaps
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Flow design
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Partner with AI teams to:
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Improve model performance
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Optimize training data strategy
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Evaluate new AI capabilities and tools
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Act as the most technically credible AI voice within GBS
3. Bot Intelligence System Development
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Evolve the bot function into a data-driven intelligence system, including:
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Annotation and training data pipelines
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Intent architecture and taxonomy
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Knowledge and retrieval optimization
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Performance feedback loops
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Ensure strong linkage between:
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Data quality → model behavior → customer outcomes
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Support integration with:
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Backend systems (APIs, product flows)
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Knowledge management platforms
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4. Performance & Efficiency Impact
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Drive measurable improvements in:
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Automation coverage
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Cost-to-serve reduction
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Operational efficiency
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Establish performance frameworks that:
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Connect bot metrics to business outcomes
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Identify clear drivers of performance improvement
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5. Cross-Functional Partnership
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Act as primary GBS representative for bot intelligence in engagements with:
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AI / Data Science teams
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Product & Engineering
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Content & Knowledge Management
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Translate:
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Operational insights → technical requirements
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Model behavior → actionable improvements
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Influence roadmap decisions through data-driven and technically grounded input
6. Team Leadership & Capability Building
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Lead and develop:
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Bot Operations Specialists
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Bot Annotators
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Build capabilities in:
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AI/LLM literacy
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Annotation quality and standards
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Performance analytics
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Drive a culture of:
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Technical curiosity
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Data-driven decision making
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High accountability
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7. Annotation Framework & Data Governance
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Own annotation standards and frameworks:
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Intent taxonomy
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Entity labeling
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Outcome classification
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Ensure:
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High annotation accuracy and consistency
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Continuous improvement of training data quality
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Partner with Knowledge teams to:
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Optimize content structure for LLM retrieval and response quality
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8. Industry & AI Innovation
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Stay current on:
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LLM advancements
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Conversational AI best practices
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AI-assisted operations
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Identify and pilot opportunities to:
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Improve bot performance
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Increase operational efficiency through AI
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What We Look For In You
1. Experience
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8+ years of experience across:
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Conversational AI / NLP / LLM systems
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Operations in fintech, crypto, trading, or high-scale digital platforms
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4+ years in senior leadership roles managing technical/AI-adjacent teams
2. Technical Expertise
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Strong hands-on understanding of:
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NLP and LLM systems
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Prompt engineering and RAG
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Training data and annotation frameworks
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Model evaluation and performance diagnostics
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Working knowledge of:
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Backend systems (APIs, integrations, data flows)
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3. Track Record
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Proven experience:
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Improving bot or AI-driven customer experience at scale
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Driving measurable gains in automation and efficiency
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Building and leading high-performing teams
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4. Industry Experience
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Strong preference for:
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Crypto / fintech / trading platforms
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High-growth, high-complexity environments
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5. Leadership & Operating Capability
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Strong cross-functional collaboration skills
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Ability to influence technical and product stakeholders
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Experience operating in global, fast-paced environments
6. Other Requirements
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Strong analytical and problem-solving skills
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Excellent communication skills (technical and executive level)
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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 nation
#LI-Onsite #LI-JC3
Notice:
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Skills
NLPData Science
