Product Manager - CS Internal Tools & Operations

Product Manager - CS Internal Tools & Operations

Join Binance as a Product Manager for our Customer Service Internal Tools & Operations team. In this role, you will oversee the product lifecycle of our customer service management systems and work to enhance our service tools for global teams.

About the Role

As a Product Manager, you will focus on improving our Customer Service operations. You will work on quality assurance, performance management, training systems, and notification centers. Your goal will be to create efficient, user-friendly tools that support our teams and enhance our service delivery.

What You'll Do

• Product Planning & Lifecycle Management: Manage the end-to-end product lifecycle for customer service management systems.
• Multi-Channel Support Optimization: Maintain and improve multi-channel service tools, ensuring stability and efficiency for global customer service teams.
• Efficiency & Intelligence: Utilize AI and automation to enhance management workflows, including AI-assisted quality assurance and automated performance reporting.
• Stakeholder Collaboration: Work closely with customer service management, QA, training, and compliance teams to identify bottlenecks and develop scalable product solutions.
• Data-Driven Iteration: Monitor key metrics of internal tools and use data insights to optimize products and reduce administrative tasks.

What We're Looking For

• Bachelor’s degree or higher.
• 3-5 years of product management experience, ideally in CRM, SaaS, B2B internal tools, or contact center systems.
• Familiarity with customer service operations workflows or ticketing systems (e.g., Zendesk, Salesforce) is a plus.
• Strong logical and system thinking skills to design complex workflows and permission systems.
• Excellent communication skills to work with various internal stakeholders in a fast-paced environment.
• Proficiency in data analysis and an understanding of applying AI to operational scenarios.

Nice to Have

• Experience with AI-assisted tools and data-driven decision-making.

What We Offer

• Competitive salary and company benefits.
• Work-from-home arrangement (may vary based on business team needs).
• Opportunities for career growth and continuous learning.
• A collaborative environment with world-class talent.

Binance is an equal opportunity employer. We value diversity and believe it is essential to our success. By applying, you confirm that you have read and agree to our Candidate Privacy Notice. We may use AI tools to assist in the hiring process, but final decisions are made by our team. For more information on how your data is processed, please contact us.