Product Operations Manager
Job Summary
Job Description
Drivemode, a division of Honda focused on digital experiences for electric and hybrid vehicles, is seeking a Product Operations Manager. This role is crucial for ensuring exceptional customer experiences and operational efficiency for connected vehicle products. Responsibilities include managing customer feedback, optimizing support processes, overseeing knowledge content, and driving operational improvements throughout the product lifecycle. The manager will establish systems for collecting and analyzing customer feedback, translate insights into actionable product recommendations, collaborate with support engineers, and lead the creation and maintenance of customer-facing content like FAQs and manuals. Additionally, they will manage operational projects for product launches and feature rollouts, analyze workflows for inefficiencies, and implement tools and best practices for continuous improvement. There is a potential opportunity for team building and management, with occasional travel to Honda offices in Japan and the US.
Must have:
- 5+ years in Product Operations, Customer Operations, or Project Management
- 10+ years total professional experience
- Focus on product team enablement and customer experience
- Deep passion for understanding customer needs and advocating for their experience
- Strong ability to collect, interpret, and synthesize data
- Proven ability to design, implement, and optimize scalable processes
- Familiarity with mobile apps, cloud services, and connected vehicle features
- Experience with agile software development cycle
- Strong ability to build relationships and influence cross-functional teams
- Self-motivated, highly organized, and effective in a fast-paced environment
Good to have:
- Automotive/connected vehicle experience
- Experience with agentic AI
- Experience with customer support software and analytics tools
- Fluency in Japanese
- People/Team management experience
- Experience with user research methodologies
- Knowledge of product documentation best practices
Perks:
- Competitive compensation
- Excellent benefits
- Full benefits
- Company bonus structure
6 skills required
Job Details
Our Mission: Driving technology always feels old. Not by a little bit. We believe vehicles can be a thousand times smarter, safer, and more connected to the world around us, and our mission is to see it happen. In 2019, we joined forces with Honda as their first startup acquisition, and now we’re expanding our vision into building the future of electric vehicles (BEV) for millions of people around the world.
Why Drivemode: Drivemode is the new software and user experience division of Honda that is focused on digital experience for new electric & hybrid vehicles. You will be joining an exciting startup environment that combines impactful work, competitive compensation, and excellent benefits. By becoming a part of our team, you'll contribute to our crucial mission of changing the way people engage with vehicles and help solving the world's environmental challenges. This presents an exceptional opportunity to be at the forefront of innovation and drive Honda's success in the future.
About The Role: We're seeking a highly organized, customer-obsessed Product Operations Manager for our 4W Product Group in Mountain View, CA. This pivotal role ensures exceptional customer experience and operational efficiency for our connected vehicle products. You will manage customer feedback, optimize support processes, oversee knowledge content, and drive operational improvements across the product lifecycle. This is a unique chance to directly impact customer satisfaction and scalable growth for Drivemode.
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.
This is the position's total compensation package including the company's bonus structure. This position also comes with full benefits. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience, and some role-dependent factors. We welcome direct conversations with each candidate about compensation in all of our initial calls.
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.
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