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
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 & Data Systems (LLMs, NLP, GenAI platforms), Product & Engineering, and 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 will own and scale OKX's conversational AI and bot intelligence capability globally. 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. 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.
What You’ll Be Doing
- 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.
- 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.
- 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.
- 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.
- 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.
- 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
- 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.
- 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).
- 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.
- Strong cross-functional collaboration skills and the ability to influence technical and product stakeholders in global, fast-paced environments.
- Strong analytical and problem-solving skills, with excellent English communication skills at both technical and executive levels.
Nice to Haves
- Experience in crypto, fintech, or trading platforms, particularly in high-growth, high-complexity environments.
- Hands-on experience establishing annotation standards (intent taxonomy, entity labeling, outcome classification) and partnering with Knowledge teams to optimize content for LLM retrieval.
- Experience piloting emerging LLM and conversational AI capabilities in production operational contexts.
- Fluency in Mandarin is preferred to better support internal stakeholders and partners across APAC markets.