Product Operations Manager

What You'll Do:

• Voice of Customer (VoC) & Customer Insights: Establish and manage systems to collect, analyze, and synthesize customer feedback. Translate insights into actionable product recommendations.
• Customer Support Enablement: Collaborate with support engineers, providing product information, streamlining escalations, and enabling effective troubleshooting.
• 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.
• 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.
• Possibly, opportunity for team building and management.
• Occasional travel to Honda Japan and US offices required.

What We're Looking For:

• Experience: 5+ years in Product Operations, Customer Operations, Project Management or similar, and total of 10+ years of professional experience, focused on product team enablement and customer experience, preferably in technology. Automotive/connected vehicle experience is a plus.
• Customer-Centric: Deep passion for understanding customer needs and advocating for their experience.
• Analytical: Strong ability to collect, interpret, and synthesize data to identify trends and opportunities.
• Operational Excellence: Proven ability to design, implement, and optimize scalable processes, leveraging modern technologies such as agentic AI.
• Technical Acumen: Familiarity with mobile apps, cloud services, and connected vehicle features. Experience with agile software development cycle, customer support software and analytics tools.
• Collaboration: Strong ability to build relationships and influence cross-functional teams in a large corporation that spans across regions.
• Proactive & Organized: Self-motivated, highly organized, and effective in a fast-paced environment.

Nice-to-Haves

• Fluency in Japanese is a big plus.
• People/Team management experience.
• Experience with user research methodologies.
• Knowledge of product documentation best practices.

EEOC Statement

Drivemode is proud of a very diverse team with employees coming from 5 continents/20 countries as of today. Diversity in our workplace has played an important part in our success; we recognize each employee’s unique background, knowledge, experiences, ideas, and viewpoints which are all critical in developing a product that has the greatest impacts on drivers all over the world.

Drivemode provides equal opportunities to all employees and applicants for employment without regard to race, religion, color, age, gender, national origin, sexual orientation, gender identity, disability, or any other characteristics that make you unique.