Product Support Manager

Product Support Manager

Position: Product Support Manager

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

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

Reports To: Director of Technical Services

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 Director of Technical Services, in this role 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.

What To Expect

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. Here's what to expect:

• 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.

What You Will Need

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

Along with your ambition to achieve the exceptional, there are several skills that you'll need to have to help you succeed here, including:

• 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.

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 Job Assigned Vehicle Employees also receive generous health care and retirement plans Maternity/Paternity Leave And more!

* 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".

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.