Drivemode

Product Operations

• Contribute to building Customer Support Operations and collaborate with engineers
• Provide product information, enable troubleshooting, and streamline escalations
• Monitor and initially triage Jira support queues from 9:00 AM–5:00 PM weekdays PT across mobile apps and backend systems
• Classify severity, troubleshoot reproducible issues, verify context, and route issues to appropriate teams
• Oversee incident response workflows and unblock critical issues
• Track operational performance metrics and ticket resolution against defined SLOs
• Intervene on stalled issues and manage Severity 1 escalations to on-call engineers via Slack/Jira
• Oversee daily and weekly transition handovers
• Report operational performance to executive and external stakeholders weekly/monthly
• Liaise between core development teams, executive management, and regional global offices
• Create and maintain FAQs, product manuals, and knowledge base articles
• Lead product content creation, localization, and review processes
• Build and scale localization processes for multiple languages and manage vendor relationships
• Lead projects for product launches and feature rollouts
• Analyze workflows and implement tools and best practices for continuous improvement
• Establish systems to collect, analyze, and synthesize customer feedback into product recommendations

Product Operations Manager

Attorney

• Participate in internal audit, risk management, and related meetings led by the parent company
• Review and analyze policies, audit findings, risk cases, and relevant materials in Japanese and English
• Assess applicability of parent-company information to U.S. operations and identify internal control, compliance, and operational risk issues
• Establish fiscal-year priorities and manage cross-functional projects, action items, and follow-up activities through completion
• Prepare Japanese- and English-language reports and presentation materials for the Japanese parent company and U.S. management
• Coordinate responses to information requests and follow-up activities
• Manage contract signature workflows, execution status, executed agreements, and related legal documents using systems such as DocuSign
• Track contract renewal and expiration dates and follow up with stakeholders
• Coordinate legal communications among U.S. stakeholders, the Japanese parent company, and external legal counsel
• Maintain and administer record retention policies and requirements under Japan and U.S. laws and regulations
• Establish requirements, ownership, and processes for retention, management, and disposal of company records
• Review and update record retention policies and processes in response to legal, regulatory, parent-company, or operational changes

Senior Legal and Internal Control Specialist

Technical Program Manager

• Lead a transformation initiative focused on how complex programs are understood, governed, measured, and improved
• Establish durable systems connecting requirements, scope changes, technical execution, validation, program economics, and business outcomes
• Design and establish a scalable requirements-governance model covering ownership, baselines, lifecycle, versioning, approval, and change history
• Create traceability relationships among business, product, system, technical, implementation, and validation artifacts
• Design and establish a structured Change Request operating model covering intake, classification, analysis, decision, approval, and closure
• Connect material Change Requests to affected requirements, features, services, APIs, dependencies, implementation scope, validation scope, and milestones
• Help evolve the internal Program Intelligence Platform into a program-intelligence and decision-support system
• Connect approved data across requirements, Change Requests, Jira, source control, validation systems, release information, milestones, quality signals, and outcome metrics
• Design and build AI-enabled tools, agents, and analytical workflows integrated with internal systems
• Improve visibility into APIs, services, mobile/backend interfaces, data flows, and external-system dependencies
• Develop mechanisms to understand engineering and QA capacity consumption at feature or initiative level
• Measure or estimate the impact of requirement churn, Change Requests, rework, defects, delivery variance, and scope growth
• Collaborate across Product, Engineering, QA, Architecture, and TPM/PMO

Product Operations Manager

Senior Legal and Internal Control Specialist

Senior Technical Program Manager – Contract