AI Chatbot Product Manager

About Binance

Binance operates as a premier global blockchain ecosystem, hosting the world's largest cryptocurrency exchange by trading volume and registered users. Serving over 300 million users across 100+ countries, Binance is acclaimed for its top-tier security, transparency with user funds, rapid trade engine, deep liquidity, and a broad array of digital asset offerings. Its services encompass trading, finance, education, research, payments, institutional solutions, and Web3 capabilities. Binance's mission centers on utilizing digital assets and blockchain technology to create an inclusive financial ecosystem that promotes monetary freedom and enhances global financial accessibility.

Key Responsibilities

• Lead the end-to-end planning, design, development, and promotion of the customer service (CS) chatbot management platform, including components such as the knowledge base, chat flow, and ticket center.
• Leverage big data and artificial intelligence technologies to boost CS operations efficiency through initiatives like corpus training, standard operating procedure design, assistant responses, and case summarization.
• Engage and collaborate deeply with cross-functional teams, including engineering, UI/UX design, and CS operations, to fulfill product goals.
• Regularly monitor and analyze CS chatbot KPIs and user scenarios to extract actionable insights for continuous product enhancement.

Job Requirements

• Possess a bachelor's degree or higher.
• Demonstrable experience in product design for customer service chatbots.
• Strong communication skills to effectively interact with multiple stakeholders.
• Proficient in data analysis and deriving user insights.
• Exceptional problem-solving abilities combined with analytical thinking.

Why Join Binance?

• Contribute to shaping the future in the world’s top blockchain ecosystem.
• Work alongside top global talents within a flat organizational structure focused on user centricity.
• Handle unique and fast-moving projects with significant autonomy in an innovative workplace.
• Experience a results-focused environment offering growth opportunities and continuous learning.
• Competitive salary combined with comprehensive company benefits.
• Flexible work-from-home options subject to team business requirements.

Diversity and Compliance

Binance pledges to be an equal opportunity employer valuing diversity as vital to its success.

Applicants agree to Binance's Candidate Privacy Notice upon submission. AI tools may be utilized in parts of the hiring process to support recruitment but do not replace human decision-making.