Senior Manager, Operational Excellence (Voice of Customer) Kuala Lumpur, Malaysia

Senior Manager, Operational Excellence (Voice of Customer)

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 analysts 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

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.

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.

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