Senior Manager, Risk Operations Strategy

As Senior Manager of Risk Operations Strategy at OKX, you own the end-to-end operational framework for Payment Risk Operations across a leading crypto exchange serving millions of users and hundreds of institutions. You design and scale SOPs for risk investigation, case review, and dispute and chargeback flows to support new business lines such as OKX Pay and OKX Card, while optimizing the human-AI collaborative workflows that keep decision quality and throughput high as automation expands.

What you'll do

• Own the SOP architecture for Payment Risk Operations, including risk investigation and case review SOPs, and design the framework for risk-related dispute and chargeback flows to scale across new business lines.
• 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.
• Increase the automation percentage within risk control processes to improve efficiency and scalability, expanding the share of cases resolved without manual intervention.
• Monitor and optimize moderation efficiency metrics such as SLA, 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 system-wide, partnering closely with the risk strategy team to translate strategy changes into reviewable, scalable operational workflows.
• Collaborate with AML and Compliance partners to ensure adherence to regulatory requirements in risk control strategies.

What you bring

• 5+ years of product or operations strategy experience in risk management, with familiarity in risk decision engines, modeling services, and risk analytics tooling.
• Proven experience designing operational frameworks and SOPs for a review or investigation function at scale, architecting workflows, decision matrices, and escalation paths. 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 clearly to cross-functional teams including engineering, business, partnership, operations, and merchant tech, with comfort 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 approach to identifying, defining, tracking, and acting upon impact metrics, with 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.

Nice to have

• 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, as you may cross-functionally collaborate with technical colleagues who primarily speak Mandarin.

What we offer

• Competitive total compensation package
• Learning and development programs and education subsidy for your growth and development
• Various team building programs and company events
• Wellness and meal allowances
• Comprehensive healthcare schemes for you and your dependants

About OKX

OKX is a leading crypto exchange and developer of OKX Wallet, giving millions access to crypto trading and decentralized applications while serving hundreds of large institutions seeking access to crypto markets. OKX is part of OKG, a blockchain group operating leading products including OKX, OKX Wallet, and OKLink.