Who We Are
At OKX, we believe that the future will be reshaped by Crypto, ultimately contributing to every individual's freedom. OKX began as a crypto exchange giving millions of people access to crypto trading and over time becoming among the largest platforms in the world. In recent years, we have developed one of the most connected Web3 wallets used by millions to access decentralized crypto applications (dApps). OKX is a trusted brand by hundreds of large institutions seeking access to crypto markets on a reliable platform that seamlessly connects with global banking and payments. In the last year, OKX has expanded into new markets including Australia, Brazil, Netherlands, Singapore and Turkey, with plans to launch in the US, Belgium and the UAE. We are deeply committed to shaping a fairer, more transparent and accessible society through blockchain technology. This is why we publish proof of reserves monthly, and continue to ship new innovative security features.About the Team
As a key digital asset hub, Singapore is an integral part of our global strategy. Licensed by MAS, OKX SG is focused on providing Singapore users with a secure and user-friendly platform for trading digital assets. Our mission is to become the leading exchange in Singapore, offering seamless and efficient trading experiences to our clients and partners.About The Opportunity
As our Senior Business Manager, you'll play a key role in optimizing core business processes that impact customer experience, service delivery, and cross-functional execution. This is a hands-on, high-impact role suited for someone who thrives in fast-paced environments and can work across teams to turn strategy into smooth, scalable execution.What You’ll Be Doing
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Enable and support strategic partnerships
- Create and execute internal workflows for strategic business arrangements (e.g. market-making, liquidity provision, cross-exchange arrangements)
- Ensure internal alignment across product, finance, legal, and compliance functions
- Take ownership of the reconciliation process for key business activities, including the design, maintenance, and troubleshooting of reconciliation workflows to ensure data integrity and operational accuracy
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Customer-centric operations & process ownership
- Act as the point of contact for Customer Support (CS) operations, ensuring CS teams have clear processes, training, and escalation paths to resolve user issues effectively
- Map and continuously improve core user-impacting workflows
- Monitor key ops metrics (e.g. SLAs, satisfaction scores) and lead data-informed process improvements
- Serve as the business owner for local complaint handling flows, collaborating with CS, legal and compliance
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Manage knowledge systems
- Ensure playbooks and SOPs are up-to-date and aligned with operational policies
- Own and maintain user-facing support content, ensuring it is clear, accurate, and regularly updated
- Champion best practices for knowledge sharing
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Drive user engagement Initiatives
- Oversee user communications across multiple channels, including email, push notifications, and homepage cards, to ensure clear and timely messaging
- Lead the execution of user campaigns, partnering with the Growth and Product teams to deliver the best user experience
What We're Looking For
- 6+ years of experience in business operations or support enablement, ideally in a regulated or fintech/crypto environment
- Strong process thinking with a bias toward simplification and clarity
- Comfortable working cross-functionally, managing multiple stakeholders across CS, Product, Compliance and Legal
- Able to triage issues, prioritise ruthlessly, and drive outcomes independently
- Strong communication and documentation skills with a focus on clarity and accuracy
Perks & Benefits
- 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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