Senior Product Manager, Customer Service

Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 250 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 Strategy & Execution**: Define and implement the product roadmap for customer support systems, including ticketing tools, case management platforms, and AI-driven solutions. Prioritize features based on business goals, user needs, and feasibility.
- ** Project Management**: Lead large-scale, cross-functional projects from planning to execution, ensuring timely delivery. Work closely with engineering, design, and business teams while managing risks and providing stakeholder updates.
- ** Collaboration & Stakeholder Management**: Partner with customer service, compliance, and business units to align platform capabilities with operational and regulatory requirements. Act as a bridge between technical and business teams.
- ** Data-Driven Decision-Making**: Analyze product performance metrics and user feedback to identify areas for improvement. Optimize system workflows to enhance agent productivity, user experience, and efficiency.
- ** System Optimization**: Oversee enhancements in ticketing systems, AI integrations, and compliance workflows. Develop scalable solutions for global compliance, customer data protection, and multi-region operations.
- ** Continuous Improvement**: Drive ongoing innovations in customer support tools, leveraging automation and AI to streamline workflows, reduce inefficiencies, and improve service quality.

**Requirements**:

- ** Product Management Experience**: 5+ years as a Product Manager, preferably in customer support systems or platform-level products. Proven track record of delivering complex, high-impact projects in fast-paced environments.
- ** Technical Expertise**: Strong understanding of customer support workflows, ticketing systems, and API-based integrations. Familiarity with AI-powered LLM tools, workflow automation, and compliance-driven product development.
- ** Project & Stakeholder Management**: Excellent organizational and prioritization skills to handle multiple projects. Strong communication and collaboration abilities to align diverse teams and stakeholders.
- ** User-Centric & Data-Driven Approach**: Ability to translate user needs and operational pain points into actionable product features. Strong analytical mindset with experience in metrics-driven product development.
- ** Process & System Optimization**: Experience in improving customer support processes through scalable solutions, automation, and AI-driven enhancements to boost efficiency and compliance.
- ** Nice to Have**: Experience with customer support platforms like Salesforce Service Cloud, Freshdesk, Intercom, Zoho Desk, or Zendesk. Background in regulated industries or compliance-related projects. Knowledge of AI-powered features such as auto-assignment, sentiment analysis, or chatbot functionalities.

**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.