Product Operations Specialist at tomtom

TomTom is seeking a technically inclined and highly organized Product Operations Specialist who will set a new standard for product documentation and knowledge management across the entire organization. In this role, you will build and maintain an effective, AI‑driven knowledge management system that empowers our customer‑facing teams and elevates the overall customer experience. You will drive the creation, maintenance, and continuous evolution of product and operational knowledge, leveraging state‑of‑the‑art AI tooling and modern software capabilities to ensure TomTom’s written information is accurate, consistent, and effortless to find. You will help establish a scalable, future‑proof knowledge framework that raises the bar for quality across all documentation and supports both internal and external stakeholders. As part of the Product Operations & Enablement team, you will collaborate closely with Product Management, Engineering and Customer Facing Teams to strengthen how knowledge is captured, structured, governed, and surfaced. Your work will be instrumental in identifying content gaps, improving searchability, and ensuring consistency as our products and operations grow in complexity. What you'll do: • Own Product Knowledge Management at TomTom, ensuring salespeople can correctly pitch the product, customer success managers can better communicate and respond to new customer RFI/RFQs, and support specialists can accurately unblock a customer with an urgent question; • Own and maintain our internal product chatbot ensuring it delivers the best in class support experience for our internal stakeholders and expands its support capabilities; • Own the critical inputs to other AI products and tooling supporting our internal stakeholders - ensure these are impressively accurate and easy to develop; • Design systems and processes that organize and surface product knowledge throughout the company, and AI systems that scan knowledge sources to spot and remediate conflicts or errors; • Support our product knowledge tooling stack - build and upkeep centralized knowledge repositories, establish taxonomy, metadata, version-control, and governance standards; • Conduct audits of existing content, capture institutional and engineered knowledge, and continually improve the tools; • Evangelize knowledge management best practices to internal teams building tools and generating new information; • Define KPIs (adoption, search effectiveness, usage metrics) and hold teams accountable to the high bar you want to achieve; • Bring in the evolving best practices for this space as the world continues to rapidly change. What you'll need: • Experience delivering projects around system architecture, design thinking, or operational analytics; • Basic knowledge on system architecture and ability to understand knowledge systems, APIs, storage layers and services integration; • Cross-functional know-how with experience managing large-scale projects that span many teams; • Extensive experience building new operational processes from start to finish, including driving effective change management with measurable results; • Ability to work in undefined spaces and think from first principles; • Strong investigative and critical thinking skills; • Experience with modern AI systems (AI prompting, workflow automation, output validation, model error identification); • Ability to build small internal tools, scripts, or automations to support knowledge workflows; • [Preferred] Academic or professional experience with information systems/library science, knowledge management, or operations research. What’s nice to have • Technical programming experience (Python, Java, React, NodeJS); • Understanding how cloud resources support AI systems and knowledge repositories; • Ability to integrate different systems and design data flows between tools; • Deployment and maintenance of applications and internal tooling; • Building and maintaining centralized knowledge repositories; • Technical writing skills — ability to convert complex engineering detail into clear, governed documentation; • Knowledge management concepts — taxonomy, metadata schemas, version control, governance, documentation frameworks; • Designing and optimizing search systems — search effectiveness, indexing logic, content structuring; • Ability to design and operate classification systems (tags, metadata, content types). What we offer A competitive compensation package, of course.   Time and resources to grow and develop, including a personal development budget and paid leave for learning days, as well as paid access to e-learning resources such as O’Reilly and LinkedIn Learning.  Time to support life outside of work, with enhanced parental leave plus paid leave to care for loved ones and volunteer in local communities.   Work flexibility, where TomTom’ers, in agreement with their manager and team, use both the office and home to focus, collaborate, learn and socialize. It’s all about getting the best out of both worlds – we ask TomTom’ers to come to the office two days a week, and the remaining three are free to be worked in either location. Improve your home office with a setup budget and get extra support with a monthly allowance.  Enjoy options to work from your home country and abroad for a set number of days each year, to visit family and friends, or to simply explore the world we’re mapping.   Take the holidays you want with a competitive holiday plan, plus an extra day off to celebrate your birthday.  Join annual events like our Hackathon and DevDays to bring your ideas to life with talented teammates from around the world.  Become a part of our inclusive global culture and have the chance to collaborate with a diverse community – we have over 80 nationalities at TomTom!  Find out more about our global benefits and enjoy additional local benefits tailored to your location.  Meet your team We’re Product Organization. Our team has created a product vision that inspires internally and externally. This should be complemented with a product strategy that guides internal efforts and the setting of Objectives and Key Results. We work closely with designers and engineers while staying synchronized with the rest of the organization. We recognize constraints and limitations related to viability and value, and we also advocate for solutions that solve customer problems while aligning with the direction of the business. Ultimately, we hold responsibility for the success of TomTom’s revolutionary products.  At TomTom... You’ll help people find their way in the world. In 2004, TomTom revolutionized how the world moves with the introduction of the first portable navigation device. Now, we intend to do it again by engineering the first-ever real-time map, the smartest and most useful map on the planet. Work with a team of 3,300+ unique, curious and passionate problem-solvers. Together, we’ll open up a world of possibilities for car manufacturers, enterprises and developers to help people understand and get closer to the world around them. After you apply Our recruitment team will work hard to give you a meaningful experience throughout your journey with us, no matter the outcome. Your application will be screened closely and you can rest assured that all follow-up actions will be thorough, from assessments and interviews all the way through onboarding. To find out more about our application process, check out our hiring FAQs. TomTom is an equal opportunity employer TomTom is where you can find your place in the world. Every day we welcome, nurture and celebrate differences. Why? Because your uniqueness is what makes you, you. No matter your culture or background, you’ll find your impact at TomTom. Research also shows that sometimes women and underrepresented communities can be hesitant to apply for positions unless they believe they meet 100% of the criteria. If you can relate to this, please know that we’d love to hear from you.