Job Description

What’s Under the Hood

DriveTime Family of Brands is the largest privately owned used car sales finance & servicing company in the nation. Headquartered in Tempe, Arizona and Dallas, Texas, we create opportunities and improve the lives of our customers and our employees by placing a focus on putting the right customer, in the right vehicle, on the right terms and on their path to ownership.

The DriveTime Family of Brands spans across DriveTime, Bridgecrest and SilverRock.  You can find us at the intersection of technology and innovation as we use our proprietary tools and over two decades of industry knowledge to redefine the process of purchasing, financing, and protecting your vehicle. 

That’s Nice, But What’s the Job?

As the Operations Team Lead, Omnichannel Services (OCS) at DriveTime, your role will involve overseeing communication services across platforms such as voice, chat, email, SMS, and more, ensuring effective execution, optimization, and reliability. 

Key Responsibilities: 

  • Lead, mentor, and develop a team of OCS engineers and admins, providing coaching, training, and performance feedback. 

  • Collaborate with cross-functional teams to develop and implement omnichannel communication strategies aligned with business objectives. 

  • Analyze performance metrics to identify optimization opportunities and drive continuous improvement. 

  • Build and maintain partnerships with internal stakeholders to streamline communication processes and enhance the customer experience. 

  • Develop and maintain documentation, standard operating procedures (SOPs), and quality assurance processes for OCS operations. 

  • Oversee the support relationship with various third-party vendors. 

  • Manage internal ticket escalation processes, serving as a point of contact for escalated issues within the OCS Operations team. Identify ticket trends and coordinate with relevant stakeholders to ensure timely resolution and effective communication throughout the escalation process.  

Qualifications: 

  • A bachelor’s degree or any equivalent combination of education, training and/or work experience.  

  • A minimum of 5 years of Enterprise support for telecom/omnichannel services, including incident management 

  • A minimum of 3 years of team leadership or management role history, demonstrating the ability to mentor and develop high-performing teams. 

  • A minimum of 2 years managing vendor support relationships, including escalations, and collaborating on regular operational reviews 

  • Strong analytical skills with the ability to interpret data and drive data-driven decision-making. 

  • Exceptional verbal and written communication skills are essential. 

  • Proven ability to communicate effectively with diverse audiences, including team members, stakeholders, and external partners. 

  • Demonstrated proficiency in crafting engaging and persuasive messaging across various communication channels. 

  • Excellent project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously. 

  • Exceptional communication and collaboration skills, with the ability to build strong working relationships across departments. 

  • Familiarity with regulatory requirements and industry standards related to customer communications is preferred. 

Tech Stack Preferences:  

  • Genesys Cloud (preferred) 

  • Cloud Contact Center 

  • E911 Cloud Provider 

  • SIP Carriers: AT&T, Twilio 

  • Workflow management, Jira preferred

#Dice

So What About the Perks? Perks matter

  • 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 & Paid Holidays. Not just lip service: we work hard, to play hard.

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! 

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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