AI Chatbot Product Manager

About Binance

Binance is a major global blockchain ecosystem and operates the world’s largest cryptocurrency exchange by trading volume and registered users. More than 300 million people across 100+ countries rely on Binance for strong security, transparency of user funds, high-speed trading infrastructure, deep liquidity, and a broad suite of digital-asset products. Its offerings span trading and finance, education, research, payments, institutional services, Web3 capabilities, and related services. The company aims to use digital assets and blockchain to help build a more open financial system and expand access to financial services worldwide.

Role overview

The AI Chatbot Product Manager will own the strategy, planning, development, and rollout of the customer service bot management platform, including areas such as the knowledge base, conversation flows, and ticket center. The role also focuses on applying data and AI to make customer support operations more efficient and effective.

Key responsibilities

• Lead the end-to-end planning, product design, delivery, and promotion of the CS bot management platform, covering knowledge base, chat flow, ticket center, and related components.
• Apply data and AI capabilities to improve CS operations productivity through corpus training, SOP creation, assistant responses, and case summarization.
• Work closely with engineering, UI/UX design, and customer support operations teams to ensure product goals are met.
• Track CS bot performance metrics and review user cases on a regular basis to identify actionable insights and product enhancements.

Requirements

• A bachelor’s degree or higher.
• Hands-on product design experience specifically in customer service chatbot solutions.
• Strong communication skills and the ability to coordinate effectively with multiple stakeholders.
• Solid capability in data analysis and turning user insights into product decisions.
• Strong analytical thinking and problem-solving ability.

Why this role stands out

• Opportunity to help shape the future within a leading blockchain ecosystem.
• Chance to work with top-tier talent in a user-focused global organization with a flat structure.
• Exposure to fast-moving, high-autonomy projects in an innovative environment.
• Results-oriented culture with room for career growth and ongoing learning.
• Competitive compensation and company benefits.
• Work-from-home arrangement may be available depending on the needs of the business team.

Additional information

Binance is an equal opportunity employer and values diversity as a core part of its success. By submitting an application, candidates acknowledge that they have read and agreed to the Candidate Privacy Notice. The company also states that AI tools may be used in parts of the hiring process to support application review, resume analysis, response assessment, and verification checks, but final hiring decisions are made by humans.