About Drivemode:
Drivemode is a California-based division of Honda Motor Co., Ltd. We are a small, passionate team of software product innovators helping Honda Automotive be competitive in the Hybrid and Electric Vehicle market. We build application experiences for mobile devices. Are you passionate about creating next-generation delightful digital experiences for automotive? Maybe you have worked at some notable automotive companies in this capacity? Would you like to work on new products and product categories at Honda and help Honda invent the future of automotive? Then we would like to hear from you!
About the role:
What You'll Do:
Customer Support Enablement: Contribute building the Customer Support Operations, collaborating with engineers, providing product information, enabling effective troubleshooting, and streamlining escalations.
L2/L3 Support Triage & Queue Management: Perform daily monitoring and initial triage of Jira support queues (9:00 AM–5:00 PM weekdays PT) across mobile apps and backend systems. Classify severity, troubleshoot reproducible issues, verify context, and route to appropriate teams.
Escalation management & Operational Health: Oversee incident response workflows, unblock critical issues, and track key operational performance metrics. Track ticket resolution against defined SLOs. Intervene on stalled issues, manage Severity 1 incident escalations to on-call engineers via Slack/Jira, oversee daily/weekly transition handovers, and report operational performance to executive and external stakeholders weekly/monthly.
Stakeholder Alignment: Act as a critical liaison between core development teams, executive management and regional global offices.
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.
Who You Are:
Experience: 3+ years in Product Operations, ITSM, Technical Support Management, TAM roles, Customer Operations, Localization (5+ years of total professional experience, including L2/L3 support background)
Languages: Full professional fluency in Japanese (native/equivalent) and business-level English (written and spoken) to bridge local and global stakeholders
Collaboration & Resilience: Outstanding cross-functional communication and triage judgment under pressure in a fast-paced environment. Strong ability to build relationships and influence cross-functional teams in a large corporation that spans across regions
Technical Acumen: Hands-on experience with Jira, incident workflows, and support tools. Familiarity with mobile applications, cloud services, or connected vehicle/automotive software.
Operational Excellence & Analytical Skills: Proven track record of optimizing scalable processes, setting up operational KPIs, and translating data into actionable insights.
Customer-Centric: Deep passion for understanding customer needs and advocating for their experience.
Proactive & Organized: Self-motivated, highly organized, and effective in a fast-paced environment.
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.
Skills Required
- 3+ years of experience in Product Operations, ITSM, Technical Support Management, Technical Account Management, Customer Operations, or Localization
- 5+ years of total professional experience, including L2/L3 support experience
- Full professional fluency in Japanese
- Business-level written and spoken English
- Cross-functional communication and stakeholder management skills
- Experience with Jira, incident workflows, and support tools
- Familiarity with mobile applications, cloud services, or connected vehicle software
- Experience optimizing scalable processes and establishing operational KPIs
- Ability to translate operational data into actionable insights
- Ability to read or debug basic code using GitHub, Swift, or server logs
- Background in automotive or connected vehicle technology
- User research experience
- Knowledge of product documentation best practices
What We Do
Drivemode enables smarter, safer, connected driving in any vehicle. Drivemode was founded in 2014 by entrepreneurs from Zipcar and Tesla Motors who set out to fundamentally change the way consumers use technology in the car. Drivemode offers a mobile-based connected car platform through a consumer-facing Android app, driver assistance and analytics for fleet managers, and a bring-your-own-device connected car solution for automakers. The Drivemode app transforms a user’s phone into a car’s central computing device allowing voice-to-text messaging, music player overlay on navigation, “Do Not Disturb” mode, message auto-reply, and personalized travel recommendations. The Drivemode app has an automotive-grade interface designed and developed to adhere to National Highway Traffic Safety Administration safety guidelines for driving apps. Drivemode has raised $9.2M from industry leaders. Learn more at https://drivemode.com or download Drivemode at bit.ly/getdrivemode.
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