Support Operations Analyst

Open Dealer Exchange•Southfield, MI

2h•Hybrid

About The Position

Provider Exchange Network (PEN), a business unit of Open Dealer Exchange, is seeking a curious, analytical Support Operations Analyst to join its team in Southfield, Michigan. PEN helps more than 200 finance and insurance (F&I) product providers rate and contract aftermarket products electronically for car dealerships. The role is suited to someone interested in application support, API troubleshooting, software integrations, or technical operations. Analysts investigate data-exchange issues between automotive dealership systems and third-party product providers, working with technical teams to identify root causes and coordinate solutions. Automotive experience is not required; problem-solving ability, technical curiosity, clear communication, and willingness to learn are emphasized. The position uses a hybrid work model and offers a path for growth, compensation, and benefits.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field.
2–4 years of experience in technical support, client services, or business operations within a technology-driven environment.
Ability to manage work independently, prioritize competing demands, and exercise sound judgment in day-to-day operations and escalations.
Excellent interpersonal skills and ability to collaborate effectively across teams and with stakeholders.
A combination of relevant education, training, and experience may be considered in lieu of formal qualifications.

Nice To Haves

Strong customer service and communication skills, with professionalism, responsiveness, and partner relationship management.
Excellent verbal and written communication skills, including the ability to interpret and convey complex technical concepts to a wide range of audiences.
Ability to collaborate across departments and organizational levels to achieve common goals and drive resolution.
Self-motivated and adaptable approach in a fast-paced, evolving environment.
Ability to work independently with minimal supervision, showing initiative, accountability, and ownership.
Strong analytical and problem-solving skills, including identifying trends, recommending improvements, and supporting complex operational and support needs.

Responsibilities

Build and demonstrate advanced knowledge of PEN products and services and their impact on the dealership F&I process, applying that knowledge when working with aftermarket insurance providers, dealership system partners, and internal stakeholders.
Independently troubleshoot complex issues, perform escalation triage, drive timely resolution, identify root causes, and recommend corrective actions.
Communicate with business partners about service-impacting changes, issue status, and support guidance, ensuring clarity and alignment across stakeholders.
Develop a deep understanding of the PEN Product Administration System and support customer implementations.
Coordinate and deliver training and educational initiatives for business partners, and provide guidance that supports adoption and effective use of PEN products and processes.
Act as a liaison and advocate for partners, ensuring their needs, concerns, and feedback are represented in support and operational priorities.
Contribute to the design, documentation, and continuous improvement of internal processes and procedures to increase efficiency, consistency, and service quality.
Create, update, and maintain Knowledge Base articles and support documentation, ensuring content accuracy, relevance, and usability for internal teams and business partners.