Product Manager - AI Chat Bot

About Binance

Binance is a leading global blockchain ecosystem behind the world's largest cryptocurrency exchange by trading volume and registered users. Trusted by 300+ million people in 100+ countries for industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products.

Responsibilities

• Product Planning & Lifecycle Management: Responsible for the end-to-end product lifecycle of Customer Service management systems, specifically focusing on Quality Assurance, Performance Management, Learning & Training systems, and Notification Centers
• Multi-Channel Support Optimization: Maintain and enhance multi-channel service tools including Ticketing System, Email, Whistleblowing, and Outbound channels, 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 closely with CS Management, QA, Training, and Compliance teams to identify operational improvements