Director, AI & Chatbot

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: Customer Operations AI Data Systems (LLMs, NLP, GenAI platforms) Product Engineering 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: Strong technical fluency in NLP and LLM systems Proven experience in fintech, crypto, or trading environments Ability to connect AI model behavior with operational outcomes You will operate as: A technical leader A strategic partner to AI, Product, and Engineering teams A builder of high-performing, AI-native teams 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 i ... (truncated, view full listing at source)