Digital CX Strategy Manager

Binance | The world’s leading blockchain ecosystem and digital asset exchange

About

Binance is the world’s leading blockchain and cryptocurrency infrastructure provider with a financial product suite that includes the largest digital asset exchange by volume. Trusted by millions worldwide, the Binance platform is dedicated to increasing the freedom of money for users, and features an unmatched portfolio of crypto products and offerings, including: trading and finance, education, data and research, social good, investment and incubation, decentralization and infrastructure solutions, and more.

Overview

Global

Binance

Job Description

Launched in 2019, Binance.US is the fastest growing and most integrated digital asset marketplace in the United States, powered by matching engine and wallet technologies license from the world’s largest cryptocurrency exchange – Binance. Our mission is to provide liquidity, transparency, and efficiency to financial markets by creating products that leverage crypto to unlock the power of everything. We build bridges between traditional finance and digital markets that enable growth for all—empowering the future of finance. Binance.US is operated by BAM Trading Services.
Seeking an experienced Digital CX Strategy Manager to lead and focus on creating a world-class and personalized customer experience for Binance.US users. The ideal candidate will have previous experience building the digital customer strategy, existing journey, and roadmap to success.
The Digital Strategy Manager will be responsible for leading the analytics strategy plan – use case analysis, maturity assessment, gap analysis, and operation model revamp.  Building the overall strategy while driving project delivery and supervising more junior team members.
The day-to-day work will be cross-functional across brand, product, IT, and customer support.  Your role will be to focus on the end-to-end customer experience of the chatbot ensuring everything from brand, design, content, flows, and interactions produce an efficient experience for our customers while driving containment through automation.

Framework

      • Bot self-service automation
      • Brand and design
      • Bot deflection, routing, and containment
      • Bot integration
      • Vendor relationship management

Responsibilities

    • Define priorities and establish the criteria to identify stakeholders that will help rank priorities and set appropriate timeframes.
    • Drive analysis of deflection performance in its current state and identify areas of opportunity for future improvement.
    • Own, drive, and implement strategy for detecting customer issues.
    • Design and implement all routing frameworks.
    • Adapt conversational agents to meet specific needs through training and guiding its implementation.
    • Partner with other teams to analyze future automation opportunities and develop implementation plans.
    • Own quality control of automation built and functionality of the bot
    • Identify and write requirements for new integration needs.
    • Partner with IT to define requirements and oversee implementation.
    • Divide and plan each project efficiently by creating a sense of structure and urgency.
    • Be firm when needing to push progress or get better quality from collaborators without demotivating them.
    • Serve as the primary stakeholder for our chatbot vendor.
    • Meet and work with teammates with different roles, personalities, and experience levels.  Be empathetic and curious to understand the needs of the team.

Requirements

      • Minimum of 3 years experience in managing a chatbot – preferably from implementation to steady-state
      • Minimum of 2 years experience in analytics strategy, artificial intelligence, bot implementation a definite plus
      • Minimum of 2 years experience in project management – Asana and/or Miro experience is a plus
      • Excellent communication and presentation skills in English, fluent in Cantonese/Mandarin is a definite plus
      • Experience with new tool implementation – strategic intent design, building intent content, and deployment
      • Experience and deep understanding of data analytics & digital architecture framework
      • A holistic view of enterprise/data architecture and capability to explain to both IT and business function leaders is a must
      • Experience working with tech implementation teams
Binance.US is an Equal Opportunity Employer. Our mission is to give Americans access to a broad array of digital assets, and we thrive because of the diverse and inclusive team that we are building. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.  Unfortunately, we are not hiring in Colorado or New York City for this position.
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