Senior Manager, Operational Excellence

14 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia OKX Full time 36,000 - 60,000 per year


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 OPEX - Voice Of Customer team aims to improve user experience by identifying opportunities from customer feedback, and implement improvement areas through cross-department collaborations.
 
As a Senior Manager OPEX - Voice Of Customer Expert, you will dive deep into customer feedback and data, and work closely with operations teams and product teams to find insights on user experience improvement. You will take ownership of providing in-depth insight reports and facilitating user experience initiatives, ensuring that product owners and operation teams are aligned on priorities and actions.
Key Responsibilities:
  • Finding insights
    • Data analysis: Collaborate with the data anlysts to establish proper analysis framework and identify room for user experience improvement through data
    • Feedback analysis: Closely work with operations to gain deep understanding of user feedback
  • Stakeholder Management
    • Establish collaboration with various product and operation teams, to align on improvement areas
    • Align priorities of improvement areas across departments
  • Strategy Execution
    • Close tracking of improvement timelines. Provide assistance if necessary.
    • Actively track success using data, to evaluate the real effectiveness of solutions
    • Ensure operation readiness for new product launches
Requirements:
  • Educational Background:
    • Bachelor's degree or higher in a relevant field; an MBA or advanced degree is a plus.
  • Work Experience:
    • 7+ years of progressive experience with a strong background in customer experience strategy, product operations, or a related VOC-focused domain.
    • Proven track record of leading a team or function, including hiring, mentoring, and developing specialists to achieve high performance.
    • Demonstrated experience in designing and executing a long-term, organization-wide Voice of the Customer (VOC) strategy that has led to measurable improvements in key business metrics (e.g., CSAT, NPS, retention).
    • Significant experience influencing product strategy at a leadership level, successfully negotiating priorities and driving data-driven change across multiple departments.
  • Technical and Language Skills:
    • Strategic understanding of data analysis, CRMs, and feedback systems to guide team efforts and establish effective frameworks.
    • Fluent in both English and Mandarin, with exceptional executive communication and presentation skills.
  • Core Competencies:
    • Strategic Vision & Leadership: A visionary leader capable of setting the long-term direction for the VOC function, aligning it with broader company goals, and inspiring a team to execute with excellence.
    • Organizational Influence & Executive Communication: Exceptional ability to influence stakeholders at all levels, driving transformative projects and making data-driven assertions to gain buy-in from senior leadership.
    • Advanced Problem-Solving: Expertise in solving complex, ambiguous, and cross-departmental challenges by developing standard methodologies and frameworks for data-driven decision-making.
Statement
OKX is committed to equal employment opportunities. Our diversity initiatives and strategies are designed to attract, develop, and advance the most talented individuals regardless of their race, sexual orientation, religion, age, gender, disability status, or any other dimension of diversity. Our distinctive approach to diversity is based on a belief that we each have a personal accountability for success in this area.
 
We believe that our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be elevated and intentionally integrated into our work. We embrace difference and diversity of identity, experience, and thought, and actively strive for inclusive behaviors across our company and our work. By promoting these values, we aim to create a positive work experience that encourages a sense of belonging.
Perks & Benefits
  • Competitive remuneration package (Basic Salary + Yearly Bonus).
  • Meal Allowance up to RM 500/month
  • Monthly Team Building
  • RM 3,500 Benefits per annum (Training & Wellness)
  • Convenient workplace (5 minutes walk from MRT TRX).
  • Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
  • Employee engagement, recognition and appreciation program.
  • Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.
 
#LI-ZF1
#LI-ONSITE

Notice: All official OKX vacancies are posted on this site. We are not affiliated with other third-party job boards except , listings on other sites may be inaccurate or outdated. This is the only source of truth for applications.
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.

  • Senior Manager, Operational Excellence

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia OKX Full time 120,000 - 240,000 per year

    Who We AreAt 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...

  • Operational Excellence

    15 hours ago

    Kuala Lumpur, Kuala Lumpur, Malaysia SPX Express Full time

    Job DescriptionIdentify key opportunities for network optimization to improve the scalability, speed, and cost-efficiency of our logistics infrastructure.Design and project manage high-impact network transformation initiatives from ideation and analysis to implementation.Analyse complex data to model various network scenarios, evaluating the trade-offs...

  • Operational Excellence

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Mobile Malaysia Sdn Bhd Full time 60,000 - 80,000 per year

    The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team...

  • Operational Excellence

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time 40,000 - 80,000 per year

    Job DescriptionUX SupportResponsible for supporting the logistics team in the areas of planning, execution, and performance improvement to provide best in class user experience.Streamline processes and improve overall efficiency within the logistics team i.e. centralise the system handling, configurations, and process standardizationParticipate in...

  • Operational Excellence

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia OKX Full time 120,000 - 240,000 per year

    About OKX OKX is a world-leading digital asset trading platform, providing advanced financial services to traders globally by using blockchain technology.   OKX provides hundreds of token & futures trading pairs to help traders to optimise their strategy. We are also one of the top digital asset trading platforms by trading volume, serving millions of users...

  • Operational Excellence

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia OKX Full time 120,000 - 200,000 per year

    About OKXOKX is a world-leading digital asset trading platform, providing advanced financial services to traders globally by using blockchain technology.OKX provides hundreds of token & futures trading pairs to help traders to optimise their strategy. We are also one of the top digital asset trading platforms by trading volume, serving millions of users in...

  • Operational Excellence

    15 hours ago

    Kuala Lumpur, Kuala Lumpur, Malaysia SPX Express Full time $40,000 - $120,000 per year

    Job DescriptionIdentify key operational gaps / improvement opportunities for SPX Linehaul operations (eg. route design, on time transporting fulfillment, resources planning & management)Conduct in-depth data analysis to identify opportunities for improvement and drive cross-functional alignmentCollaborate with various teams, including Business Solution, Leg...

  • Operational Excellence

    15 hours ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Mobile Malaysia Sdn Bhd Full time $30,000 - $90,000 per year

    The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team...

  • Operational Excellence

    15 hours ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time 50,000 - 120,000 per year

    Department OperationsLevelExperienced (Individual Contributor)LocationMalaysia - Kuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and...

  • Senior Security Operations Manager

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia KAWALAN KESELAMATAN PRESTASI MEWAH SDN BHD Full time 96,000 - 120,000 per year

    Senior Operations ManagerWe are expanding and seeking a strong operations leader to drive security excellenceTotal Package (Basic + Allowances): RM 8,000 – RM 10,000Location: Klang Valley /Selangor (Travel ready)We are seeking an experiencedSenior Operations Managerto lead and manage the performance of our security projects. This role is responsible for...