Senior Product Manager - AI & Operational Efficiency

Role Overview

Senior Product Manager – AI & Operational Efficiency at Binance. You will lead AI-powered product roadmap(s) and drive measurable operational efficiency improvements for customer service workflows and internal tooling.

Responsibilities

• AI Product Strategy: Own the roadmap for AI agent assistance tools; improve internal service tools with intelligent features like smart suggestions and automated workflows.
• Workflow Optimization: Identify bottlenecks in customer service operations and use LLMs and automation to reduce repetitive manual work and improve consistency.
• Knowledge & Retrieval: Optimize internal information retrieval so agents can quickly access knowledge base articles and case history for better decisions.
• Efficiency Impact: Own key operational efficiency metrics (e.g., AHT, Resolution Rate, Operational Cost) and quantify business impact with rigorous experiments.
• Cross-Functional Collaboration: Partner with Algorithm, Engineering, and Operations teams to ensure adoption in real business scenarios.

Requirements

• 4+ years of Product Management experience, with a focus on B2B products, CRM, or internal efficiency tools.
• 2+ years applying AI/LLM technologies to real-world business problems (Customer Service or SaaS experience is a plus).
• Strong system thinking to analyze complex workflows and design scalable solutions.
• Data-driven approach: define success metrics and iterate based on usage data and feedback.
• Excellent communication skills for global stakeholder management.
• Bachelor’s degree or above.

Preferred / Nice-to-Haves

• Experience in Customer Service or SaaS domains.