OKX

Venture capital for blockchain startups

Senior Manager - Risk Operations Strategy

Business OperationsConfirmed live in the last 24 hours

Full-timeSingaporeNo salary listedIn-person

About the Job

Requirements

At least 5 years of product or operations strategy experience in risk management, with familiarity with risk decision engines, modeling services, and risk analytics tooling.
Experience designing operational frameworks and standard operating procedures for a review or investigation function at scale, including architecting workflows, decision matrices, and escalation paths.
Ability to translate operational strategy into detailed product requirements and communicate them clearly to cross-functional teams, including engineering, business, partnership, operations, and merchant technology teams.
Experience owning quality and throughput outcomes for a review or investigation function, defining quality assurance standards, calibrating reviewer decisions, and improving accuracy and efficiency.
Experience planning and managing review capacity, including in-house and outsourced or business process outsourcing teams, across multiple regions and time zones.
Ability to identify, define, track, and act on impact metrics; experience identifying key performance indicators and working with engineering and analytics on instrumentation and monitoring.
Experience leading cross-functional teams to deliver complex projects with multiple dependencies and constraints in a dynamic environment.

Responsibilities

Own the end-to-end standard operating procedure architecture for Payment Risk Operations, including risk investigation and case review procedures and the framework for risk-related dispute and chargeback flows, ensuring the operating model scales to new business lines such as OKX Pay and OKX Card.
Design and continuously optimize the human-in-the-loop operating model, defining how AI agents and human reviewers divide work, hand off cases, and escalate them to improve coverage, decision quality, and throughput as automation expands.
Increase automation in risk control processes and expand the share of cases resolved without manual intervention.
Monitor and optimize moderation efficiency metrics, including service-level agreement performance, automation rate, AI coverage and agreement rate, false positive rate, and average handling time.
Work with product, engineering, and compliance teams to integrate risk control strategies across systems; partner with the risk strategy team to translate strategy changes into scalable operational workflows.
Collaborate with anti-money laundering and compliance partners to ensure adherence to regulatory requirements in risk control strategies.

Desired Qualifications

Experience with AI-assisted or human-in-the-loop operations.
Personal trading experience or education in financial or payment risk management.
Exposure to dispute, chargeback, or representment operations at a payment provider, acquirer, or issuer.
Proficiency in Mandarin.

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.

What You’ll Be Doing

Operational Framework & SOP Ownership: Own the end-to-end SOP architecture for Payment Risk Operations - including risk investigation and case review SOPs, and the framework design for risk-related dispute and chargeback flows - ensuring the operating model scales to support new business lines such as OKX Pay and OKX Card.
Human-AI Collaborative Workflow: Design and continuously optimize the human-in-the-loop operating model, defining how AI agents and human reviewers divide work, hand off, and escalate - so that coverage, decision quality, and throughput all improve as automation expands.
Automation Focus: Increase the automation percentage within risk control processes to ensure efficiency and scalability, expanding the share of cases resolved without manual intervention.
Efficiency Evaluation: Monitor and optimize moderation efficiency metrics such as SLA, automation rate, AI coverage and agreement rate, false positive rate, and average handling time (AHT).
Cross-Department Collaboration: Work with product, engineering, and compliance teams to integrate risk control strategies system-wide. Partner closely with the risk strategy team, who own rule and model logic, to translate strategy changes into reviewable, scalable operational workflows.
Regulatory Compliance: Collaborate with AML/Compliance partners to ensure adherence to regulatory requirements in risk control strategies.

What We Look For In You

5+ years of product or operations strategy experience in the risk management area, familiar with risk decision engines, modeling services, and risk analytics tooling.
Proven experience designing operational frameworks and SOPs for a review or investigation function at scale - not only documenting existing processes, but architecting the workflow, decision matrices, and escalation paths behind them. Experience with AI-assisted or human-in-the-loop operations is a strong plus.
Ability to translate operational strategy into detailed product requirements, and communicate those requirements clearly to cross-functional teams - including but not limited to engineering, business, partnership, operations, and merchant tech. Comfortable working closely with engineering on system and workflow design.
Track record of owning quality and throughput outcomes for a review or investigation function — defining QA standards, calibrating reviewer decisions, and driving measurable improvement in accuracy and efficiency.
Experience planning and managing review capacity, including in-house and outsourced/BPO teams, across multiple regions and time zones.
Data oriented - identifying, defining, tracking, and acting upon impact metrics. Experience identifying KPIs and working with engineering and analytics on instrumentation and monitoring.
Experience leading cross-functional teams to deliver complex projects with multiple dependencies and constraints in a highly dynamic environment.

Nice to Haves

Personal trading experience or education in financial or payment risk management.
Exposure to dispute, chargeback, or representment operations at a payment provider, acquirer, or issuer.
Proficiency in Mandarin is an added bonus, as you may cross-functionally collaborate with technical colleagues who primarily speak Mandarin.

Perks & Benefits

Competitive total compensation package
L&D programs and Education subsidy for employees' growth and development
Various team building programs and company events
Wellness and meal allowances
Comprehensive healthcare schemes for employees and dependants
More that we love to tell you along the process!

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Notice:

All official OKX vacancies are published on this website. While roles may appear on selected third-party platforms from time to time, information on other sites may be inaccurate or outdated. If in doubt, please apply directly through our official careers website.

Information collected and processed as part of the recruitment process of any job application you choose to submit is subject to OKX's Candidate Privacy Notice.

About the Company

OKX

Venture capital for blockchain startups

OKX Ventures acts as the investment arm of the OKX cryptocurrency exchange, funding and supporting blockchain, DeFi, and Web3 projects. It invests across a wide range of areas—from infrastructure and middleware to applications and games—aiming to strengthen the crypto ecosystem. The firm provides capital and access to OKX’s network of partners and advisors to help portfolio companies grow and succeed. Notable holdings include Polygon, Solana, and Avalanche, reflecting a strategy focused on projects with potential to impact the crypto industry at large. OKX Ventures differentiates itself through its crypto-native perspective, extensive industry network, and active involvement in portfolio development, rather than just providing funding. Its goal is to identify promising projects and help them scale, contributing to a more robust and innovative blockchain ecosystem.

Company size: 5,001-10,000
Company stage: Not listed
Total funding: $1.1B
Headquarters: Singapore, Singapore
Founded: 2017

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