Product Support Manager

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

About the role

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.

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.

Responsibilities

• 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.

Requirements

• 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.

Skills

• 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.

Benefits

• Global Bonus Program based on company performance.
• Generous time off policy.
• Job Assigned Vehicle.
• Generous health care and retirement plans.
• Maternity/Paternity Leave.

Pay

Base pay offered may vary depending on multiple individualized components, including location, skills, experience, and market factors. The total compensation package for this position is $107,000 - $150,000 and 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).