Product Systems Support Lead

What’s Under The Hood DriveTime Family of Brands includes SilverRock, which provides quality warranty and ancillary products, and a customer-friendly claims process. SilverRock offers a variety of ancillary products and administrative services encompassing everything from GAP coverage to vehicle theft and GPS tracking to dealership fleet management. Our ancillary product expertise is proven with over 1 million service contracts, products, and warranties, and over $300 million in claims. That’s Nice, But What’s the Job? In short, as a Team Lead, Product Systems Support you will lead a team responsible for resolving complex operational and system issues across a multi‑platform ecosystem while serving as both a technical escalation point and people leader. This role combines hands‑on support expertise with leadership responsibilities, including coaching team members, driving operational excellence, improving support processes, and partnering cross‑functionally to increase system reliability, team throughput, and customer impact. Responsibilities Leading, mentoring, and developing a team of Product Systems Support Specialists Providing day‑to‑day direction, prioritization, and workload management across the team Acting as a senior escalation point for complex, ambiguous, or high‑risk incidents and support issues Coaching team members on troubleshooting, communication, documentation, and operational best practices Driving accountability, performance, and continuous improvement within the team Supporting hiring, onboarding, training, and ongoing development of team members Creating a collaborative, customer‑focused, and solutions‑oriented team culture Monitoring team performance metrics, identifying trends, and implementing improvements to increase efficiency and service quality Helping establish support standards, operating procedures, and escalation frameworks Owning high‑impact, complex support issues end‑to‑end, from intake through full and permanent resolution Driving root‑cause analysis and implementing preventative fixes rather than short‑term workarounds Managing multiple concurrent priorities in a fast‑paced, high‑volume environment Serving as a first‑line systems operator across PCMI, Genesys, Twilio, Pega, Salesforce, Website, and other platforms Investigating issues across multiple business systems to identify root causes and cross‑system dependencies Configuring and optimizing platforms to resolve problems and improve workflows Supporting system releases, configuration changes, and feature rollouts Leading triage and resolution of critical operational incidents Partnering directly with vendors during escalations and driving issues to closure Communicating status, risks, and timelines clearly to stakeholders across the business Identifying workflow gaps and proposing or implementing scalable process improvements Increasing team throughput, efficiency, and documentation quality Building and maintaining knowledge base content and repeatable solutions Contributing to operational best practices and support standards Influencing cross‑functional stakeholders and setting clear expectations What Kind of Folks Are We Looking For? Strong leaders who can motivate, mentor, and develop high‑performing teams People who demonstrate strong ownership and can operate independently without waiting for direction Curious problem‑solvers who are comfortable navigating ambiguity and complex systems Professionals who can influence stakeholders and drive work across teams and vendors Clear communicators who set expectations well and translate complex issues for varied audiences Process‑minded operators who look for ways to improve how work gets done Natural mentors who enjoy supporting teammates and raising the bar for the team Calm, resilient individuals who perform well during incidents and high‑pressure situations Individuals who balance strategic thinking with hands‑on execution The Specifics 4+ years of experience in operations, product support, systems support, or similar roles 1+ years of leadership, mentoring, or team lead experience preferred Bachelor’s degree in Business, IT, or a related field (or equivalent practical experience) Demonstrated ownership of complex tickets, incidents, or operational workflows Experience leading incident response and coordinating cross‑functional resolution efforts Experience working across multiple business systems and tools Hands‑on experience with ticketing systems such as Jira, Zendesk, or ServiceNow Strong understanding of troubleshooting concepts, web applications, and data flow Proven ability to manage multiple projects and competing deadlines Strong organizational, communication, and stakeholder management skills Nice to Have Experience working directly with vendors on system or product escalations SQL or data query experience Perks Hybrid work approach with a minimum of three on‑site days per week Medical, dental, and vision coverage with substantial premium contributions 401(K), company‑paid life insurance, short‑term and long‑term disability coverage Tuition reimbursement and professional development opportunities Wellness program with incentives and discounts on medical premiums Competitive pay and other benefit items as stated In‑house gym access Paid time off, wellness days, and holidays DriveTime is a drug‑free, tobacco‑free workplace and an Equal Opportunity Employer. #J-18808-Ljbffr DriveTime