The Product Operations Manager will oversee customer support, manage content creation, improve operational processes, and analyze customer feedback to enhance product experience.
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
- Customer Support Enablement: Contribute building the Customer Support Operations, collaborating with support engineers, providing product information, enabling effective troubleshooting, and streamlining escalations.
- 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.
Who You Are
- Experience: 4+ years in Product Operations, Customer Operations, Project Management, Localization of products or similar, and a total of 7+ 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.
Top Skills
Analytics Tools
Cloud Services
Customer Support Software
Mobile Apps
Drivemode Redwood, California, USA Office
3039 Broadway, Redwood, CA, United States, 94062
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