24 days ago
Product Manager Internal Tools
Binance
Hybrid
Full Time
$120,000
Hybrid
Job Overview
Job TitleProduct Manager Internal Tools
Job TypeFull Time
Offered Salary$120,000
LocationHybrid
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Job Description
Product Manager - CS Internal Tools & Operations
ResponsibilitiesProduct Planning & Lifecycle Management:- Responsible for the end-to-end product lifecycle of Customer Service (CS) management systems, specifically focusing on Quality Assurance (QA), Performance Management, Learning & Training systems, and Notification Centers.
- Maintain and enhance multi-channel service tools (Ticketing System, Email, Whistleblowing, Outbound), ensuring stability and operational efficiency for global CS teams.
- Leverage AI and automation to upgrade traditional management workflows. Examples include AI-assisted QA scoring, automated performance reporting, and smart task distribution.
- Partner closely with CS Management, QA, Training, and Compliance teams to identify operational bottlenecks and translate complex business requirements into scalable product solutions.
- Monitor key usage metrics of internal tools (e.g., system adoption rate, processing time) and utilize data insights to drive continuous product optimization and reduce administrative overhead.
- Bachelor’s degree or above; 3-5 years of product management experience, preferably in CRM, SaaS, B2B internal tools, or Contact Center systems.
- Domain Knowledge: Familiarity with CS operations workflows (QA, Training, Performance) or ticketing systems (e.g., Zendesk, Salesforce) is a strong plus.
- Logical & System Thinking: Strong ability to design complex workflows and permission systems. Capable of handling intricate logic behind backend management consoles.
- Communication: Excellent communication skills to align with multiple internal stakeholders (Operations, Legal, Compliance, Dev) in a fast-paced global environment.
- Data & AI Sensitivity: Proficiency in data analysis and a good understanding of how to apply LLM/AI to internal operational scenarios.
- Product Management
- Internal Tools
- Customer Service Operations
- Quality Assurance (QA)
- Performance Management
- AI & Automation
- SaaS
- CRM
- Data Analysis
- Stakeholder Collaboration
How to Get Hired at Binance
- Tailor your resume: Highlight experience with CRM, SaaS, or Contact Center systems, and CS operations.
- Showcase relevant skills: Emphasize logical thinking, system design, data analysis, and AI/LLM understanding.
- Demonstrate domain knowledge: If familiar with ticketing systems like Zendesk or Salesforce, make it prominent.
- Prepare for interviews: Be ready to discuss product strategy, stakeholder management, and data-driven decision-making.
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