Customer Service Process Manager

POSITION: Customer Service Process Manager

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.

Reporting to the Customer Experience and Commercial Revenue Director, the successful candidate will manage a team of high-performing Customer Service Process Specialists to provide focused support to individual Retailers over a potentially extended time period. Focusing on developing Retailer processes to drive sustainable improvements in Customer Experience, Retailer Efficiency and Retailer Profitability. This role will also support the team with training, coaching and in-person retailer meetings to ensure senior leadership teams are engaged and supportive of the processes to drive improvement.

What you will be doing:

• Managing the Jaguar Land Rover Roadside Assistance program and the Jaguar Land Rover Approved Bodyshop network, with the support of the Customer Experience Program Specialist.

• Accessing and analyzing multiple data sets using specialized tools such as Tableau & Rapid Miner.

• Overseeing the support of retailer requests outside of warranty, ensuring the brand guidelines are applied consistently while also adjudicating each request individually and based on merit.

• Driving and supporting Field teams for successful program deployment and engagement.

• Leading key initiatives and new projects supporting the local and global teams to improve business performance, drive increased profitability and adoption of technology to the Customer Service business.

What you will need:

• Bachelor's Degree (BA or BS) with coursework in Business Administration, Statistics or Management or required work experience.

• 10+ years of automotive retail and service experience in the United States

• 8+ years of experience in successfully managing a team

• Background in Aftersales/ Customer Experience at a premium brand

• Exceptional networking, interpersonal, and influencing skills

• Strong analytical and statistical skills

• Excellent presentation skills and the ability to present and debate complex subjects

• Fast-paced work ethic with extensive work capacity

• Ability to work on several projects at once with multiple cross-functional teams

• Proficiency with Microsoft Excel, Word, PowerPoint and Tableau. A Tableau Creator license is a plus.

• Ability to work through extremely large data sets for deeper analysis and trend identification

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

Recruitment Salary Range: $107,500-$150,000

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

#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.

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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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