Product Manager - CS Internal Tools & Operations

Role Overview

Responsible for the end-to-end product lifecycle of Customer Service (CS) management systems, focusing on Quality Assurance (QA), Performance Management, Learning & Training systems, and Notification Centers for Binance's global customer service operations.

Key Responsibilities

• Product Planning & Lifecycle Management: Own the complete product lifecycle for CS management systems including QA, Performance Management, Learning & Training, and Notification Centers
• Multi-Channel Support Optimization: Maintain and enhance multi-channel service tools (Ticketing System, Email, Whistleblowing, Outbound), ensuring stability and operational efficiency for global CS teams
• Efficiency & Intelligence: Leverage AI and automation to upgrade traditional management workflows, including AI-assisted QA scoring, automated performance reporting, and smart task distribution
• Stakeholder Collaboration: Partner with CS Management, QA, Training, and Compliance teams to identify operational bottlenecks and translate business requirements into scalable product solutions
• Data-Driven Iteration: Monitor key usage metrics of internal tools and utilize data insights to drive continuous product optimization and reduce administrative overhead

Requirements

• Bachelor's degree or above
• 3-5 years of product management experience, preferably in CRM, SaaS, B2B internal tools, or Contact Center systems
• Strong logical and system thinking with ability to design complex workflows and permission systems
• Excellent communication skills to align multiple internal stakeholders (Operations, Legal, Compliance, Dev)
• Proficiency in data analysis and good understanding of LLM/AI applications to internal operational scenarios

Nice-to-Haves

• Familiarity with CS operations workflows (QA, Training, Performance)
• Experience with ticketing systems (e.g., Zendesk, Salesforce)