4 часа назад
Product Operations Manager (Automotive)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Product Operations Manager (Automotive): Managing support operations and customer experience for connected vehicle products with an accent on L2/L3 triage, incident response, localization, and Voice of Customer insights. Focus on optimizing support workflows, coordinating engineering and global stakeholders, scaling product content and localization, and driving operational improvements across the product lifecycle.
Location: Tokyo Office, Japan; hybrid workplace. Daily support queue monitoring is required from 8:00 AM–5:00 PM on weekdays JST, with occasional travel to Honda offices in Japan and the United States.
Company
is an automotive technology startup building connected vehicle products and joined Honda as its first startup acquisition in 2019.
What you will do
- Build and enable Customer Support Operations by partnering with engineers, providing product information, and streamlining escalations.
- Monitor Jira support queues, perform L2/L3 triage across mobile applications and backend systems, classify severity, troubleshoot reproducible issues, and route cases to the appropriate teams.
- Manage incident response workflows, Severity 1 escalations, ticket resolution against SLOs, handovers, and operational performance reporting.
- Act as a liaison between engineering, product, design, executive leadership, and regional global offices.
- Create and maintain FAQs, product manuals, and knowledge base articles while leading content localization and vendor coordination.
- Lead product launch and feature rollout projects, improve operational tooling and processes, and translate customer feedback into product recommendations.
Requirements
- 4+ years of experience in Product Operations, ITSM, Technical Support Management, TAM, Customer Operations, or Localization, including 7+ years of total professional experience and an L2/L3 support background.
- Native or equivalent full professional fluency in Japanese and business-level English, written and spoken, are required.
- Experience with Jira, incident workflows, support tools, and triage in fast-paced environments.
- Familiarity with mobile applications, cloud services, or connected vehicle and automotive software.
- Proven ability to optimize scalable processes, establish operational KPIs, analyze data, and influence cross-functional stakeholders.
- Strong customer focus, communication skills, resilience, organization, and triage judgment under pressure.
Nice to have
- Ability to read or debug basic code using GitHub, Swift, or server logs.
- Automotive or connected vehicle technology experience.
- User research experience.
- Knowledge of product documentation best practices.
Culture & Benefits
- Startup environment focused on improving vehicle intelligence, safety, connectivity, and customer experience.
- Collaboration with Honda and stakeholders across regional global offices.
- Diverse workforce spanning 5 continents and more than 20 countries.
- Equal-opportunity and inclusive workplace with reasonable accommodations available throughout recruitment and employment.
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