Job Title: Product Support Manager

POSITION: Product Support Manager

RECRUITMENT SALARY RANGE: $107,000 - $150,000*

LOCATION: Field based role - Irvine/Los Angeles Metro Area -Travel 60% in region

REPORTS TO: Director of Technical Services

Reporting to the in this role you will lead a growing team responsible for reviewing , analyzing, opining, and making recommendations on lemon law litigation cases. This role blends people leadership, operational excellence, and hands-on case work. The ideal candidate brings experience in litigation workflows, strong organizational instincts, and a passion for building scalable processes.

This is a high-impact role with clear growth phases: establishing team structure and performance foundations, maturing best practices, and ultimately driving long-term operational strategy while maintaining direct involvement in case execution.

WHAT TO EXPECT:

In this role, no two tasks are the same. With lots of projects and relationships to build with people across the business and beyond, it's a challenge that will help your career grow within an iconic organization. Here's what to expect:

• Leadership & Team Development
• Lead, coach, provide training, and develop a team responsible for intake, case management, document handling, communication workflows, and litigation support.
• Establish clear performance expectations, KPIs, and accountability mechanisms.
• Foster a culture of collaboration, continuous improvement, and high-quality work.
• Identify upstream and downstream opportunities to reduce case volume, improve case quality, or enhance customer experience.
• Provide expert consultation, opinion, and recommendation on technical investigation facts to in-house and external counsel.
• Serve as the primary point of escalation for direct team members, for complex cases or operational challenges.
• Onboarding of any new team members.
• Operational Strategy & Process Improvement
• Assess current workflows and identify opportunities to streamline, automate, or standardize processes. Introduce quality controls and consistency standards in process and data management
• Build scalable systems that support improved turnaround times.
• Partner with cross-functional teams (internal teams and external counsel) to ensure alignment and smooth handoffs.
• Case Management (50% of role)
• Manage the case load and capacity of team members
• Ensure timely and accurate preparation of case files, documentation, and communications.
• Support in-house and external counsel with reviewing , analyzing, opining, and making recommendations on lemon law litigation cases.
• Monitor case progress and proactively address bottlenecks or risks.

WHAT YOU WILL NEED:

• Bachelor's Degree in a related discipline or equivalent work experience
• 7+ years automotive experience related to the role
• 5+ years of experience in litigation operations, legal case management, or a related field; lemon law or consumer protection experience
• 2+ years of people management experience with a track record of developing high-performing remote based teams
• Along with your ambition to achieve the exceptional, there are several skills that you'll need to have to help you succeed here, including:
• Relationship driven individual with strong stakeholder management, communication and influencing skills
• Exceptional leadership to coach and manage the team
• Strong analytical skillset
• Good change management skills
• Strong understanding of litigation workflows, documentation standards, and case lifecycle management.
• Demonstrated ability to build processes, implement structure/data/workflows, and drive operational improvements.
• Excellent communication, prioritization, and problem-solving skills.
• Ability to thrive in a fast-paced environment with evolving priorities.

* Base pay offered may vary depending on multiple individualized components, including location, skills, experience, and market factors. The total compensation package for this position may also include other elements, including a target bonus in addition to a full range of medical/health, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick/personal, and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employees will be in an "at-will position".

Thank you for your interest in working for us, we love it here and think you will too!