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Drivemode

Product Operations Manager

Drivemode
Mountain View, CA $60 - $75/hr Contract Posted 54m ago
Customer Experience Operations Management Product Operations Program Management Reporting and Analytics Workflow Management
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Job Description

The Product Operations Manager role at Drivemode, part of the 4W Product Group, supports connected vehicle products by improving both customer experience and day-to-day operational efficiency. You will work across Engineering, Product, Design, executive leadership, and global stakeholders, helping translate real-world support signals into scalable workflows and product insights.

This contract position is based in Mountain View, CA (onsite) and supports operations during weekdays PT, helping ensure incidents, escalations, and support queue triage run smoothly across mobile apps and backend systems.

Customer Support Enablement

  • Contribute to building Customer Support Operations in collaboration with engineers, including providing product information, enabling effective troubleshooting, and streamlining escalations.

L2/L3 Support Triage & Queue Management

  • Conduct daily monitoring and initial triage of Jira support queues from 9:00 AM–5:00 PM PT across mobile apps and backend systems.
  • Classify severity, troubleshoot reproducible issues, verify context, and route tickets to the appropriate teams.

Incident Response & Operational Health

  • Oversee incident response workflows, unblock critical issues, and track operational performance metrics.
  • Track ticket resolution against defined SLOs.
  • Intervene on stalled issues and manage Severity 1 incident escalations to on-call engineers via Slack/Jira.
  • Oversee daily and weekly transition handovers.
  • Report operational performance to executive and external stakeholders on a weekly and monthly basis.

Stakeholder Alignment

  • Serve as a key liaison between core development teams, executive management, and regional global offices.

Content Management & Knowledge Base

  • Own the creation and maintenance of comprehensive FAQs, product manuals, and knowledge base articles for customers and internal teams.
  • Lead product content creation, localization, and review processes.

Localization Process Scaling

  • Build and scale localization as multiple languages are launched globally.
  • Manage vendor relationships and help deliver high-quality localization.

Operational Project Management

  • Lead key projects for product launches and feature rollouts, ensuring smooth execution and cross-functional alignment.

Process, Tooling, and Continuous Improvement

  • Analyze workflows to identify inefficiencies and recommend or implement tools and best practices to optimize product operations.
  • Drive continuous improvement across operational processes.

Voice of Customer (VoC) & Customer Insights

  • Establish and manage systems to collect, analyze, and synthesize customer feedback.
  • Translate insights into actionable product recommendations.

Required Qualifications

  • 3+ years in Product Operations, ITSM, Technical Support Management, TAM roles, Customer Operations, or Localization (with 5+ years total professional experience including L2/L3 support background).
  • Full professional fluency in Japanese (native/equivalent) and business-level English (written and spoken) to bridge local and global stakeholders.
  • Outstanding cross-functional communication and triage judgment under pressure in a fast-paced environment.
  • Strong ability to build relationships and influence cross-functional teams across regions in a large corporation.
  • Hands-on experience with Jira, incident workflows, and support tools.
  • Familiarity with mobile applications, cloud services, or connected vehicle/automotive software.
  • Proven track record of optimizing scalable processes, setting operational KPIs, and translating data into actionable insights.
  • Deep passion for understanding customer needs and advocating for customer experience.
  • Self-motivated and highly organized, with the ability to operate effectively in a fast-paced environment.

Technologies

  • Jira, Slack, GitHub, Swift, Server Logs
  • Mobile applications, cloud services

Nice-to-Haves

  • 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.

Compensation: USD 60–75 per hour. Experience: 3+ years. Location: Mountain View, CA (onsite). Work type: Contract.

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