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.

In long, as the Team Lead, Product Systems Support, you will be responsible for:

• 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

So 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

So What About the Perks? Perks matter

• We take a hybrid work approach, finding balance between the benefits of in-person and work-from-home environments. This position has an on-site expectation of a minimum of three days a week.
• Medical, dental, and vision, oh my! DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage. 
• But Wait, There’s More. 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few.
• Growth Opportunities. You grow, I grow, we all grow!  But seriously, DriveTime Family of Brands is committed to providing its employees with every opportunity to grow professionally with roughly over 1,000 employees promoted year over year.
• Tuition Reimbursement. We’re as passionate about your professional development as you are. With that, we’ll put our money where our mouth is.
• Wellness Program. Health is wealth! This program includes self-guided coaching and journeys, cash incentives and discounts on your medical premiums through engaging in fun activities!
• Gratitude is Green.  We offer competitive pay across the organization, because, well… money matters!

• In-House Gym. We want our employees to be the best versions of themselves. So come early, take a break in your day or finish strong with a workout!
• Give Us a Reason (or not), and We’ll Celebrate.  Regardless of whether there is a holiday or not, we are finding ways to kick back and enjoy each other’s company outside of day-to-day work.
• Smart-Casual Dress. Come dressed in jeans (you’ll fit right in with the rest of us).

• Paid Time Off. Not just lip service: we work hard, to play hard!  Paid time off includes (for all full-time roles) wellness days, holidays, and good ole' fashioned YOU time!  For our Part-timers, don't fear you get some time too...vacation time is available - the more you work, the more you earn!

Anything Else?  Absolutely.

DriveTime Family of Brands is Great Place to Work Certified! And get this: 90% of our rockstar employees say they feel right at home here.  We could spend a lot of time having you read about ALL our awards, but we’ll save time (and practice some humility) just naming a few others; Comparably Awards: Best Company for Diversity, Best Company Culture and Best Company Leadership, oh and don’t forget Phoenix Business Journal Healthiest Employers (okay, we’ll stop there)!

Hiring is contingent upon successful completion of our background and drug screening process. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer.

And when it comes to hiring, we don't just look for the right person for the job, we seek out the right person for DriveTime. Buckle up for plenty of opportunities to grow in a professional, fun, and high-energy environment!