Senior Product Manager - AI & Operational Efficiency

Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by 300+ million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.

Responsibilities

• AI Product Strategy: Lead the roadmap for AI-powered agent assistance tools. Drive the evolution of internal service tools to enhance agent capabilities through intelligent features (e.g., smart suggestions, automated workflows).
• Workflow Optimization: Identify bottlenecks in customer service operations. Leverage LLM and automation technologies to streamline complex processes, reduce manual repetitive work, and improve overall service consistency.
• Knowledge & Retrieval Experience: Optimize the internal information retrieval architecture. Ensure agents can access accurate knowledge base articles and case history efficiently to support rapid decision-making.
• Efficiency Impact: Ownership of key operational efficiency metrics (e.g., AHT, Resolution Rate, Operational Cost). Design rigorous experiments to quantify the business impact of AI implementations.
• Cross-Functional Collaboration: Partner with Algorithm, Engineering, and Operations teams to bridge the gap between technical capabilities and actual business scenarios, ensuring smooth adoption of new features.

Requirements

• Experience: Bachelor’s degree or above. 4+ years of Product Management experience, with a strong focus on B2B products, CRM, or Internal Efficiency Tools.
• AI Application: 2+ years of experience in applying AI/LLM technologies to real-world business problems (experience in Customer Service or SaaS domains is a plus).
• System Thinking: Strong ability to analyze complex workflows and design scalable system solutions. Capable of balancing standardized products with flexible operational needs.
• Data-Driven: Proficiency in data analysis. Ability to define success metrics for efficiency tools and drive product iteration based on usage data and feedback.
• Communication: Excellent communication skills to manage expectations across various stakeholders in a global environment.

Why Binance• Shape the future with the world’s leading blockchain ecosystem• Collaborate with world-class talent in a user-centric global organization with a flat structure• Tackle unique, fast-paced projects with autonomy in an innovative environment• Thrive in a results-driven workplace with opportunities for career growth and continuous learning• Competitive salary and company benefits• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)
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