Binance

Senior Product Manager – AI, Operational Efficiency

Binance

full-time

Posted on:

Location Type: Remote

Location: Hong Kong

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Job Level

Senior

About the role

  • AI Product Strategy: Lead the roadmap for AI-powered agent assistance tools. Drive the evolution of internal service tools to enhance agent capabilities through intelligent features (e.g., smart suggestions, automated workflows).
  • Workflow Optimization: Identify bottlenecks in customer service operations. Leverage LLM and automation technologies to streamline complex processes, reduce manual repetitive work, and improve overall service consistency.
  • Knowledge & Retrieval Experience: Optimize the internal information retrieval architecture. Ensure agents can access accurate knowledge base articles and case history efficiently to support rapid decision-making.
  • Efficiency Impact: Ownership of key operational efficiency metrics (e.g., AHT, Resolution Rate, Operational Cost). Design rigorous experiments to quantify the business impact of AI implementations.
  • Cross-Functional Collaboration: Partner with Algorithm, Engineering, and Operations teams to bridge the gap between technical capabilities and actual business scenarios, ensuring smooth adoption of new features.

Requirements

  • Experience: Bachelor’s degree or above. 4+ years of Product Management experience, with a strong focus on B2B products, CRM, or Internal Efficiency Tools.
  • AI Application: 2+ years of experience in applying AI/LLM technologies to real-world business problems (experience in Customer Service or SaaS domains is a plus).
  • System Thinking: Strong ability to analyze complex workflows and design scalable system solutions. Capable of balancing standardized products with flexible operational needs.
  • Data-Driven: Proficiency in data analysis. Ability to define success metrics for efficiency tools and drive product iteration based on usage data and feedback.
  • Communication: Excellent communication skills to manage expectations across various stakeholders in a global environment.
Benefits
  • Competitive salary and company benefits
  • Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
AI product strategyLLM technologiesdata analysisproduct managementworkflow optimizationknowledge retrieval architectureoperational efficiency metricsexperiment designB2B productsCRM
Soft skills
cross-functional collaborationcommunicationsystem thinkinganalytical skillsstakeholder managementproblem-solvingadaptabilitydecision-makingteamworkleadership