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, is a critical one as you will be managing two programs that serve our customers in arguably their greatest time of need:  the JLRNA Roadside Assistance Program and the Mobile Technician Program.

What you will be doing:

• Managing the JLRNA Roadside Assistance Program, with vendor partner Urgently.  Driving program performance is the essential task, which is done through analysis of the Customer Voice Program, assessing monthly program costs, and driving vendor management of the tow provider network.
• Steering and evolving the Mobile Technician Program.  The Mobile Technician Program is a quick reaction program for retailers to provide lite roadside assistance to customers located close by experiencing some type of basic breakdown.  Close collaboration with the JLRNA Field Teams will be required as, currently, the JLRNA retailer network features about 50% enrollment.  The expectation is for all retailers to enroll and participate in the program by the end of the current fiscal year (March 31, 2025).  Equally as important is the need to shape the future of the Mobile Technician Program by evolving it into a true Mobile Service Program.
• Monthly invoice analysis and processing for the JLRNA Roadside Assistance Program.  This includes both the US and Canadian programs.
• Careful analysis of monthly tow dispatch reporting.  This requires detailed VIN-by-VIN monthly studies to seek out anomalous or non-conforming charges to JLRNA, and customer and retailer behaviors inconsistent to how the program is meant to work.  Take action through monthly Accounts Receivables templates to charge back offending parties.
• Month-over-month analysis on the roadside assistance program’s spend and tracking against the annual budget.
• Constant review of customer feedback, both verbatim and quantitative scoring, through the Medallia platform.  Identify trends and deliver findings to JLRNA management and roadside vendor 
• Performing other duties as required

What you will need:

• Bachelor’s Degree is preferred, or equivalent work experience;
• 3+ years’ experience in an automotive environment with customer / retailer interaction preferred.
• Demonstrated commitment to customer service.
• Strong analytical, verbal, and written skills
• Strong organizational skills with a keen attention to detail
• 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.

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