Product Systems Support Lead

## Product Systems Support Lead Apply locations:
1720 W Rio Salado Pkwy Tempe, AZ 85281time type:
Full time posted on:
Posted Todayjob requisition :
R15576
** What’s Under the Hood
** Drive Time Family of Brands includes Silver Rock, which provides quality warranty and ancillary products, and a customer-friendly claims process. Silver Rock 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  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…