Customer Care Program and Comms Lead

POSITION: Customer Care Programs & Communications Lead

LOCATION: Mahwah, NJ

RECRUITMENT RANGE: $95,000 - $118,000

 

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 VP of Customer Care, the Customer Care Programs & Communications Lead is responsible for leading the planning, coordination, and execution of Field Service Action campaigns across Jaguar Land Rover North America, while providing strategic program, project, and communications support to Customer Care leadership. This role serves as a key cross‑functional connector between Technical Services, Communications, Compliance, and global partners to ensure timely, accurate, and compliant delivery of service, recall, and customer communications initiatives.

 

What you will be doing:

• Lead end‑to‑end coordination and launch of Field Service Action campaigns, including recalls, service actions, and update‑prior‑to‑sale initiatives
• Partner with North America and UK Technical Services teams to align timelines, requirements, and execution plans
• Develop and manage detailed campaign timelines and oversee execution of approved action plans
• Coordinate internal and external communications, including campaign alerts, technical bulletins, and customer messaging
• Support executive‑sponsored, cross‑functional projects through strong project management and stakeholder alignment
• Serve as a trusted communications liaison between leadership and functional teams
• Support compliance activities and ensure adherence to regulatory deadlines and processes
• Provide operational, financial, and administrative support, including budget tracking and vendor coordination

 

What you will need:

• Bachelor’s degree in Business or a related field, or equivalent professional experience
• 5+ years of experience in a corporate environment; automotive industry experience preferred
• Strong understanding of North American market dynamics and regulatory considerations
• Proven project management and organizational skills with the ability to manage multiple priorities
• Excellent communication and influencing skills, including confidence working with senior leaders
• Strong analytical and problem‑solving capabilities
• High level of attention to detail and ability to perform under pressure
• Advanced proficiency in Microsoft PowerPoint, Excel, and Word
• Ability to work independently with minimal supervision

 

 

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

 

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 e