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POSITION:  Customer Experience Program Specialist

LOCATION: Mahwah, NJ

 

 

Live the Exceptional With Soul.  This is the singular purpose of JLR. 

 

At the core of these experiences are the products themselves.  The JLR brands have undergone a dramatic transformation over the past years. 

 

JLR is reimagining the future of modern luxury by design through our distinct British brands. Our purpose is to ‘Live the Exceptional with Soul’ by being the proud creators of modern luxury and being guided by a set of behaviors we call our Creators’ Code: Customer Love; Unity; Integrity; Growth; Impact.

 

At JLR, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work and reach their full potential.

 

The role of Customer Experience Program Specialist, housed within the Customer Service Process Team, will be managing two programs:  the JLRNA Roadside Assistance Program and the Mobile Technician Program.

 

What you will be doing:

  • Managing the JLRNA Roadside Assistance Program, with our vendor partner
    • Driving program performance through analysis of the Customer Voice Program, assessing monthly program cost
    • Leading vendor management of the tow provider network and monthly invoice analysis and processing for the JLRNA Roadside Assistance Program for the US and Canadian programs.
    • Month-over-month analysis on the roadside assistance program’s spend and tracking against the annual budget.
    • Identifying trends and delivering findings to JLRNA management and roadside vendor
    • Maintain strong communication and provide direction to our roadside vendor and JLR Field Teams.  
  • Steering and evolving the Mobile Technician Program. 
    •  Close collaboration with the JLRNA Field Teams to ensure retailer enrollment targets are met
  • Overseeing all functions of the JLR Collision Network for North America
  • Directing escalations from retailers, Field Team members, and potentially customers to the proper teams for resolution

  • Coordinating between newly enrolled Mobile Technician retailers and roadside vendor for onboarding and activation.
  • Managing all aspects of the JLR North American Collision Network – maintain records of Nominated, Pending and Active body shops, coordinate and communicate with auditing partner, maintain healthy cross-functionality of internal JLR teams to support body shop standards and parts access.  

 

What you will need:

  • Bachelor’s Degree is preferred, or equivalent work experience;
  • 3+ years of professional analytics in prior work history.
  • Demonstrated commitment to customer service.
  • Strong analytical, verbal, and written skills
  • Strong organizational skills with a keen attention to detail
  • SAP and Medallia experience a plus.
  • Automotive Retail or Manufacturer experience is a plus, but not required.
  • Must be a team-oriented self-starter.
  • Must be able to work under pressure and meet firm deadlines, while consistently delivering a high standard of work
  • Excellent interpersonal and presentation skills are essential, and must be comfortable presenting to all levels of management;
  • Must have strong business acumen, and the ability to work with people at varying levels with the organization and network;

 

 

Schedule:  Hybrid Ways of Working (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days)

 

Recruitment Salary Range:  $70,500 - $92,000

 

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”.

 

 

So Why Us?

  • As a people-first company, working at JLR means opportunity, teamwork, and growth. That’s why working here is so much more than a job.
  • Be part of an international, inclusive, and open-minded company
  • Global Bonus Program based on company performance
  • You are never just a number. We take pride in taking care of our employees doing everything we can to make sure that our teammates thrive both in and out of the office.
  • Our employees receive a generous time off policy
  • We offer a discounted Vehicle Car Program
  • Employees also receive generous health care and retirement plans
  • Quarterly Chair Massages
  • Maternity/Paternity Leave
  • Complimentary lunch  
  • And more!

 

 

 

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

 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

JLR North America, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training.

 

#WEAREJLR #CUSTOMERSERVICEJOBS

 

#WEAREJLR

At JLR we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work, and reach their full potential.

OUR RECRUITMENT PROCESS

Find out what to expect at each stage of the process along with some hints and tips.

INSIDE JLR

Find out more about working here in our JLR Life Blog:

WHAT WE OFFER

We look after our employees by offering a host of benefits and investing in their talent through award-winning training


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