Own the operational framework and SOP architecture for payment risk operations, including investigations, disputes, chargebacks, and review workflows. Design human-AI collaboration models, increase automation, and optimize SLA, coverage, accuracy, false-positive, and handling-time metrics. Partner with product, engineering, compliance, and risk strategy teams to translate risk strategies into scalable workflows. Manage review capacity across internal and outsourced teams while driving quality, throughput, and cross-functional delivery.
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.
- 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.
- 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.
- 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.
- 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.
OKX Singapore, Singapore, SGP Office
Singapore, Singapore
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