Technical Product Operations Manager

About Apollo

Apollo Scooters is a fast-growing premium electric scooter company rethinking urban transportation. We design high-performance, beautifully engineered products that combine hardware, software, and real-world usability—built for riders who expect more from their commute.

As Apollo scales, product complexity increases. New hardware revisions, firmware updates, app features, servicing programs, and regulatory requirements all intersect. This role exists to make sure the organization actually understands the product it ships—and can support it properly at scale.

About the Role

The Technical Product Operations Manager is the internal authority on Apollo’s products. This person is the go-to technical expert across the company—someone who deeply understands how Apollo scooters work (hardware, firmware, app behavior, servicing implications) and can translate that knowledge into documentation, processes, and internal enablement.

They sit at the intersection of Product, Engineering, CX, Servicing, and Operations, ensuring that product knowledge doesn’t live only in engineers’ heads—and that support, servicing, legal, and ops teams are never guessing.

This is not a generic ops role and not a replacement for Product Management. It is a product-first, technically fluent role designed to scale Apollo’s operational maturity as the product ecosystem grows.

Core Responsibilities

Product & Technical Expertise (Primary)

• Serve as the
  internal subject-matter expert on Apollo products:
  • New hardware launch
  • Firmware change and behaviour
  • App functionality and dependencies
  • Servicing, diagnostics, and repair implications
• Maintain a deep understanding of current and upcoming products, known issues, and technical constraints.
• Act as an internal technical escalation resource for CX, Servicing, Ops, and Legal (not customer-facing).
• Partner closely with Product and Engineering to:
  • Understand design intent and tradeoffs
  • Anticipate downstream operational impact
  • Translate technical changes into clear internal guidance

Documentation, Manuals & Knowledge Systems

• Own and maintain Apollo’s technical documentation ecosystem, including:
  • Internal product knowledge bases
  • Troubleshooting and diagnostic guides
  • Service and repair documentation
  • Product manuals and internal SOPs
  • Participate in repair video creation
• Ensure documentation is:
  • Accurate and aligned with real-world product behavior
  • Written for the correct audience (CX vs Servicing vs Ops)
  • Kept up to date as products evolve
• Support internal training and enablement for CX and Servicing teams through clear, usable documentation.

Support & Servicing Enablement

• Act as a technical resource for:
  • Support team escalations
  • Servicing workflows and tooling
• Help design and maintain:
  • Troubleshooting flows
  • Diagnostic processes
  • Repair documentation and service standards
• Identify recurring product issues surfaced by CX or Servicing and feed insights back to Product and Engineering.
• Support servicing infrastructure (e.g. Airtable, Mahalo, internal workflows) from a product accuracy standpoint.

Product-Adjacent Legal & Compliance Operations

• Own case file initiation and maintenance for product-related lawsuits, claims, and escalations.
• Act as the primary internal liaison with external counsel, insurers, and claims adjusters on product matters.
• Coordinate technical document collection, disclosures, and reporting.
• Maintain internal trackers and documentation related to product incidents.
• Escalate signing or strategic decisions to executive leadership or retained counsel.

Internal Operations

• Maintain product-related company policies:
  • Warranty
  • T&Cs
  • Disclosures
• Support scoped, cross-functional initiatives where product knowledge is critical.
• Manage internal tooling related to product documentation and operational workflows.

Requirements

• 5–7 years of experience in a technical, product-adjacent role (e.g. Product Ops, Technical PM, Systems Ops, Hardware Ops, Engineering Support, or similar).
• Strong technical intuition—able to understand and explain how hardware, firmware, and software interact.
• Experience working closely with engineers and translating technical concepts for non-technical teams.
• Exceptional written communication skills, especially documentation and process writing.
• High ownership mindset: comfortable being the “source of truth.”
• Bonus points for experience with:
  • Hardware products
  • Consumer electronics
  • Servicing or repair operations
  • Regulated products