Senior Product Manager - AI & Operational Efficiency

Role Overview

Lead the product strategy and execution for AI-powered agent assistance tools and operational efficiency initiatives at Binance. This role focuses on leveraging LLM and automation technologies to enhance customer service operations and internal tools.

Key Responsibilities

• AI Product Strategy: Lead the roadmap for AI-powered agent assistance tools and drive the evolution of internal service tools with intelligent features (smart suggestions, automated workflows)
• Workflow Optimization: Identify operational bottlenecks and leverage LLM and automation technologies to streamline processes, reduce manual work, and improve service consistency
• Knowledge & Retrieval: Optimize internal information retrieval architecture to ensure agents can efficiently access knowledge bases and case history
• Efficiency Metrics: Own key operational efficiency metrics (AHT, Resolution Rate, Operational Cost) and design rigorous experiments to quantify AI implementation impact
• Cross-Functional Collaboration: Partner with Algorithm, Engineering, and Operations teams to bridge technical capabilities with business scenarios and ensure feature adoption

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 (Customer Service or SaaS experience preferred)
• Strong system thinking and ability to analyze complex workflows and design scalable solutions
• Data-driven mindset with proficiency in data analysis and success metric definition
• Excellent communication skills for managing expectations across global stakeholders

Nice-to-Haves

• Experience in Customer Service or SaaS domains