Product Manager - CS Internal Tools & Operations

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

• Product Planning & Lifecycle Management: Responsible for the end-to-end product lifecycle of Customer Service (CS) management systems, specifically focusing on Quality Assurance (QA), Performance Management, Learning & Training systems, 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. Examples include AI-assisted QA scoring, automated performance reporting, and smart task distribution.
• Stakeholder Collaboration: Partner closely with CS Management, QA, Training, and Compliance teams to identify operational bottlenecks and translate complex business requirements into scalable product solutions.
• Data-Driven Iteration: Monitor key usage metrics of internal tools (e.g., system adoption rate, processing time) 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.
• Domain Knowledge: Familiarity with CS operations workflows (QA, Training, Performance) or ticketing systems (e.g., Zendesk, Salesforce) is a strong plus.
• Logical & System Thinking: Strong ability to design complex workflows and permission systems. Capable of handling intricate logic behind backend management consoles.
• Communication: Excellent communication skills to align with multiple internal stakeholders (Operations, Legal, Compliance, Dev) in a fast-paced global environment.
• Data & AI Sensitivity: Proficiency in data analysis and a good understanding of how to apply LLM/AI to internal operational scenarios.

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)

Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.

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