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Product Operations Manager

Drivemode
USA
Full-time
Mid · 4+ years experience
Hybrid
Discovered 1 weeks ago
JiraSlackGitHubSwiftServer Logs
Free

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Key skills for this role

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  • Customer Support Enablement: Contribute building the Customer Support Operations, collaborating with engineers, providing product information, enabling effective troubleshooting, and streamlining escalations.
  • L2/L3 Support Triage & Queue Management: Perform daily monitoring and initial triage of Jira support queues (8:00 AM–5:00 PM weekdays JST) across mobile apps and backend systems. Classify severity, troubleshoot reproducible issues, verify context, and route to appropriate teams.
  • Escalation management & Operational Health: Oversee incident response workflows, unblock critical issues, and track key operational performance metrics. Track ticket resolution against defined SLOs. Intervene on stalled issues, manage Severity 1 incident escalations to on-call engineers via Slack/Jira, oversee daily/weekly transition handovers, and report operational performance to executive and external stakeholders weekly/monthly.
  • Stakeholder Alignment: Act as a critical liaison between core development teams, executive management and regional global offices.
  • Content Management: Own the creation and maintenance of comprehensive FAQs, product manuals, and knowledge base articles for customers and internal teams. Lead the effective product content creation, localization and review processes.
  • Scale Localization: Build and scale the localization process as we launch multiple languages across the globe. Manage vendor relationships and deliver the high quality of localization.
  • Operational Project Management: Lead certain key projects for product launches and feature rollouts, ensuring smooth execution and cross-functional alignment.
  • Process & Tooling Improvements: Analyze workflows, identify inefficiencies, and recommend/implement tools and best practices to optimize product operations. Drive continuous improvement.
  • Voice of Customer (VoC) & Customer Insights: Establish and manage systems to collect, analyze, and synthesize customer feedback. Translate insights into actionable product recommendations.
  • Occasional travel to Honda Japan and US offices required.
  • Experience: 4+ years in Product Operations, ITSM, Technical Support Management, TAM roles, Customer Operations, Localization (7+ years of total professional experience, including L2/L3 support background)
  • Languages: Full professional fluency in Japanese (native/equivalent) and business-level English (written and spoken) to bridge local and global stakeholders
  • Collaboration & Resilience: Outstanding cross-functional communication and triage judgment under pressure in a fast-paced environment. Strong ability to build relationships and influence cross-functional teams in a large corporation that spans across regions
  • Technical Acumen: Hands-on experience with Jira, incident workflows, and support tools. Familiarity with mobile applications, cloud services, or connected vehicle/automotive software.
  • Operational Excellence & Analytical Skills: Proven track record of optimizing scalable processes, setting up operational KPIs, and translating data into actionable insights.
  • Customer-Centric: Deep passion for understanding customer needs and advocating for their experience.
  • Proactive & Organized: Self-motivated, highly organized, and effective in a fast-paced environment.
  • Ability to read or debug basic code (GitHub, Swift, Server Logs)
  • Background in automotive or connected vehicle technology
  • User research experience
  • Knowledge of product documentation best practices.

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