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Tempe, Arizona, United States
Onsite
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 Senior Product, Systems Specialist you will own complex operational and system issues from intake through permanent resolution while serving as a subject matter expert across a multi-platform ecosystem. This role goes beyond ticket execution—you will lead incident response, partner cross‑functionally and with vendors, and drive process and system improvements that increase team throughput and reliability.
In long, as the Senior Product, Systems Specialist, you will be responsible for:
Owning high‑impact, complex support issues end‑to‑end, from intake through full and permanent resolution
Acting as an escalation point for complex, ambiguous, or high‑risk tickets
Driving root‑cause analysis and implementing preventative fixes rather than short‑term workarounds
Managing multiple concurrent priorities in a fast‑paced, high‑volume environment
Serve as 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?
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
The Specifics
3+ years of experience in operations, product support, systems support, or similar roles
Bachelor’s degree in Business, IT, or a related field (or equivalent practical experience)
Demonstrated ownership of complex tickets, incidents, or operational workflows
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
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
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!