Support Operations

Overview

Title: Product Operations Manager
Job Type: Contract
Contract Length: 6 months
Target

Start Date:

January start date
Work Location/Structure: Mountain View, CA - Hybrid (On-site Mon-Wed preferred, minimum Mon-Tue)

Our client, a leader in the Autonomous Vehicle space, is looking for a skilled
Product Operations Manager to join their team for a 6-month engagement. This role (3+ years experience) is critical for building out the service operations part of the product. This project involves managing the customer support ticket queue, triaging technical issues, and acting as the voice of operational and local compliance requirements to the product design and engineering teams. This is a high-impact role that requires a self-motivated professional who can hit the ground running and deliver results quickly.

This role is focused on the successful completion of specific tasks and deliverables. Your responsibilities will include:

• Ticket Management:
  Handling and responding to customer support tickets using Jira as a customer support representative.
• Queue Monitoring:
  Actively monitoring the support ticket queue during PST hours (approximately 10:00 am - 2:30 pm PST) and ensuring the queue is managed effectively, coordinating with the Tokyo-based team for global coverage.
• Technical Triage and Debugging:
  Triage, debug, and answer questions for technical issues by reviewing code, looking at clinical specs, or reading API/Kotlin code.
• Product Improvement Input:
  Communicating design, legal, and local compliance requirements to the product teams, escalating P1 issues to improve or change product design and features for both GCA (mobile) and CABES (backend) platforms.
• Reporting:
  Managing and producing internal reporting, primarily in Japanese.

We are looking for someone with a proven track record of successful contract engagements. The ideal candidate will have:

• 3+ years of experience in a similar role, ideally in customer-facing support or product operations.
• Technical Background:
  Ability to read code (e.g., from Github), review APIs (e.g., Kotlin), and understand technical specifications to effectively triage and debug product issues.
• Deep expertise in handling support tickets and managing ticket queues, specifically with experience using Jira or similar systems. This isn t a learning role—you need to be a subject matter expert.
• Demonstrated ability to work autonomously and manage your own time effectively to meet project goals, including adhering to the 10:00 am - 7:00 pm work window.
• Strong communication skills to provide clear and concise status updates to the project team in English, with a preference for professionals who are Japanese bilingual (to handle Japanese reporting requirements).