Lead the development team and collaborate with global Honda teams to define and improve next-generation connected car features.
About this role
This role supports product operations through customer-support enablement, issue triage, incident coordination, content management, localization, launches, and continuous process improvement.
The work includes helping build Customer Support Operations, working with engineers, supplying product information for troubleshooting, and streamlining escalations. On weekdays, the role monitors and initially triages Jira support queues from 8:00 AM to 5:00 PM JST for mobile applications and backend systems. Responsibilities include classifying severity, troubleshooting reproducible issues, verifying context, and routing cases to the appropriate teams.
The role oversees incident-response workflows, helps unblock critical issues, and tracks operational performance against defined SLOs. It intervenes on stalled tickets, manages Severity 1 escalations to on-call engineers through Slack and Jira, oversees daily and weekly transition handovers, and reports operational performance to executive and external stakeholders on a weekly and monthly basis.
As a liaison among core development teams, executive management, and regional global offices, the role supports stakeholder alignment. It owns the creation and maintenance of FAQs, product manuals, and knowledge-base articles for customers and internal teams, and leads product-content creation, localization, and review processes.
The role builds and scales localization processes as multiple languages are launched globally and manages vendor relationships to maintain localization quality. It also leads selected projects for product launches and feature rollouts, coordinating smooth execution and cross-functional alignment.
Additional responsibilities include analyzing workflows, identifying inefficiencies, recommending and implementing tools and best practices, and driving continuous improvement. The role establishes and manages systems for collecting, analyzing, and synthesizing customer feedback, then translates those insights into actionable product recommendations.
The position is based at the Tokyo Office. Occasional travel to Honda Japan and US offices is required.
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