Senior Product Operations Support Specialist

DriveTime•Tempe, AZ

1d•Hybrid

About The Position

As a Senior Product Operations 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. The 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. Their ancillary product expertise is proven with over 1 million service contracts, products, and warranties, and over $300 million in claims. The company is headquartered in Tempe, AZ, and Dallas, TX, and is a Great Place to Work Certified organization, with 90% of employees feeling at home. They have received Comparably Awards for Best Company for Diversity, Best Company Culture, Best Company Leadership, and Phoenix Business Journal Healthiest Employers. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer, committed to providing opportunities for professional growth.

Requirements

4+ 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 Haves

Experience working directly with vendors on system or product escalations
SQL or data query experience

Responsibilities

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

Benefits

Hybrid work approach
Medical, dental, and vision insurance (sizable amount of premiums covered)
401(K)
Company paid life insurance policy
Short and long-term disability coverage
Growth Opportunities
Tuition Reimbursement
Wellness Program (self-guided coaching, cash incentives, discounts on medical premiums)
Competitive pay
In-House Gym
Celebrations/Social events
Smart-Casual Dress
Paid Time Off (wellness days, holidays, YOU time for full-time roles; vacation time for part-timers)