Senior Manager, Operational Excellence (Voice of Customer)

Job description

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

This team is part of the Global Business Service (GBS) Centre, home to specialized teams of operations experts, many with years of first-hand experience across a wide range of industries and sectors.

This team supports customers globally through different channels such as live chat, emails, tickets, social media, and many more.

We work closely with all our key stakeholders, such as Marketing, Finance, and Payment Operations, to successfully launch various global products while understanding the associated risks and management strategies for business growth.

About The Opportunity

The Operational Excellence (OpEx) Senior Manager will think big about the future of FinTech (Crypto, Blockchain, etc.) and how you can bring significant impact to the organization in terms of operational efficiency, effectiveness and most importantly, improving customer experience.

The Operational Excellence (OpEx) Senior Manager will be responsible for identifying improvement opportunities to resolve pain points encountered by customers and internal teams, developing and leading key strategies, implementing key initiatives to streamline operational processes, and eventually driving cost-saving strategies for the company.

The Operational Excellence (OpEx) Senior Manager should possess the ability to work with multiple stakeholders and to balance the business requests while being able to make data-driven decisions.

At your core, you will thrive in a fast-paced, collaborative, result-driven environment and be able to adapt and adjust plans on the fly.

You must also have strong prioritization skills and a willingness to roll up one's sleeves to get the job done.

What You’ll Be Doing

• Lead the design and execution of the global Operational Excellence strategy.
  
  
• Offer thought leadership, change design, and consulting 'mindset' to drive large-scale/complex transformations as related to continuous improvement and delivery of high-quality deliverables.
  
  
• Lead function-wide initiatives related to change of new & existing operational process improvements, ensuring smooth transitions and minimal disruption to business operations.
  
  
• Dive and analyze existing operational processes to identify inefficiencies and areas of improvement
• Develop internal operational excellence and process improvement initiatives to drive effective execution of growth and efficiency across business operations activities to streamline operations.
  
  
• Provide guidance, expertise, and/or assistance to internal partners as well as team members to ensure programs and strategies are documented and implemented effectively.
  
  
• Challenge and foster continuous improvement practice within the team to drive excellence top down.
  
  
• Ensure sustainability of improvements through standardization and knowledge transfer.
  
  
• Leverage data analytics and visualization tools (e.g., Power BI, Tableau, Python, SQL) to uncover insights, forecast performance, and drive fact-based decisions.
  
  
• Partner with data and technology teams to build operational dashboards and reports that provide visibility into performance and identify root causes of inefficiencies.
  
  
• Drive and manage continuous improvement projects end-to-end, from opportunity identification to solution implementation and post-project monitoring.
  
  
• Monitor external trends in operational excellence and data analytics to continuously evolve internal practices.
  
  
• Collaborate with senior management and key stakeholders to gain buy-in and support for proposed changes and improvement initiatives.
  
  

What We Look For In You

• Bachelor or master Degree in business administration, engineering, operations management, or a related field
• Minimum 6 years of experience leading a team of business analysts or operation excellence with a proven track record of driving operational excellence and process improvement with strong exposure to analytics.
  
  
• Strong knowledge of lean methodologies, Six Sigma, Kaizen, and other continuous improvement frameworks.
  
  
• Excellent analytical and problem-solving skills, with the ability to analyze complex processes and identify improvement opportunities.
  
  
• Proven success in leading cross-functional improvement projects using data insights to drive measurable results.
  
  
• Strong knowledge of KPIs, performance measurement, and dashboard development.
  
  
• Strong communication, presentation, and facilitation skills.
  
  
• Demonstrated experience and expertise in IPC (Incident, Problem-solving, and Change management) frameworks to effectively manage operational disruptions, root cause analysis, and process modifications.
  
  
• Certifications such as Lean Six Sigma Black Belt or Green Belt are highly desirable.
  
  
• Strong project management in a complex and matrixed environment.
  
  
• Ability to influence and collaborate with stakeholders at all levels of the organization.
  
  

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.
  
  

Required Skill Profession

Management & Operations