Director, AI Operations Strategy
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About the Role
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
- Define and execute the AI Operations Strategy for Global Business Services, establishing the roadmap for conversational AI, intelligent automation, and AI-assisted workflows across customer operations.
- Develop the AI capability roadmap for GBS, including governance, operating model, adoption strategy, success metrics, and capability development to establish AI as a core operational capability across Global Business Services.
- Serve as the AI Strategy Lead within GBS, bringing sufficient technical fluency in LLMs, NLP, RAG, prompt engineering, AI evaluation, APIs, and system integrations to engage Product and Engineering teams as a credible partner. Translate operational priorities into AI capabilities, influence solution design, and ensure operational insights are systematically reflected in Product and Engineering roadmaps.
- Establish a closed-loop AI Operations framework that continuously improves AI performance, operational outcomes, and customer experience through operational insights, customer interactions, knowledge optimization, annotation quality, and structured feedback into Product and Engineering.
- Drive measurable gains in automation coverage, cost-to-serve, and operational efficiency; establish performance frameworks that connect AI initiatives to business outcomes, customer experience, operational efficiency, workforce productivity, and business value.
- Act as the strategic bridge between GBS and Product & Engineering by representing the voice of Global Business Services in enterprise AI planning, ensuring operational priorities, customer insights, and frontline intelligence influence AI investment decisions, product roadmaps, and solution design.
- Establish governance for AI adoption across GBS, including prioritization, value realization, risk management, and success measurement to ensure AI initiatives align with business strategy and regulatory expectations.
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