Senior Product Manager - AI & Operational Efficiency

1 month ago
Full-time
Senior
Artificial Intelligence and Machine Learning
Binance

Binance

Binance operates as a leading blockchain ecosystem and digital asset exchange, integrating digital technology with financial services to facilitate the trading and management of cryptocurrencies.

Capital Markets
5K-10K
Founded 2017
$10M raised

Description

  • Lead the roadmap and product strategy for AI-powered agent assistance tools and internal service tools.
  • Drive the evolution of internal service tools to enhance agent capabilities with intelligent features such as smart suggestions and automated workflows.
  • Identify bottlenecks in customer service operations and prioritize opportunities for automation and workflow optimization.
  • Leverage LLM and automation technologies to reduce manual repetitive work and improve service consistency.
  • Optimize internal information retrieval and knowledge access so agents can efficiently access accurate knowledge base articles and case history.
  • Own key operational efficiency metrics (e.g., AHT, Resolution Rate, Operational Cost) and set targets for improvement.
  • Design and run rigorous experiments to quantify the business impact of AI implementations and iterate based on results.
  • Collaborate closely with Algorithm, Engineering, and Operations teams to translate technical capabilities into business scenarios and ensure smooth feature adoption.
  • Balance standardized product solutions with flexible operational needs to support different support workflows.

Requirements

  • Bachelor’s degree or above.
  • 4+ years of Product Management experience, with strong focus on B2B products, CRM, or internal efficiency tools.
  • 2+ years applying AI/LLM technologies to real-world business problems; experience in Customer Service or SaaS domains is a plus.
  • Strong system thinking with ability to analyze complex workflows and design scalable system solutions.
  • Ability to balance standardized products with flexible operational requirements.
  • Proficiency in data analysis and defining success metrics for efficiency tools.
  • Experience driving product iteration based on usage data and stakeholder feedback.
  • Excellent communication skills for managing expectations across global stakeholders.

Benefits

  • Competitive salary and company benefits.
  • Work-from-home arrangement (may vary depending on business team needs).
  • Opportunities for career growth and continuous learning.
  • Autonomy in a fast-paced, innovative work environment with a flat organizational structure.
  • Collaboration with global, cross-functional teams and world-class talent.
  • Equal opportunity employer committed to diversity.

Interested in this position?

Apply directly on the company website

Apply Now

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