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

In this high‑impact role you will lead a growing team responsible for reviewing, analyzing, opining, and making recommendations on lemon law litigation cases. The position blends people leadership, operational excellence, and hands‑on case work, driving long‑term operational strategy while maintaining direct involvement in case execution.

• 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.
  • Onboard 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.

• 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.
• Relationship driven individual with strong stakeholder management, communication and influencing skills.
• Exceptional leadership to coach and manage the team.
• Strong analytical skillset.
• 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.

• Generous time off policy.
• Job Assigned Vehicle.
• Generous health care and retirement plans.
• Maternity/Paternity Leave.
• Global Bonus Program based on company performance.
• Additional benefits including 401(k) eligibility and various paid time off benefits (vacation, sick/personal, and parental leave).

* 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”.

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.