Buyback Case Senior Specialist

JOB TITLE: Buyback Case Senior Specialist JOB POSTING CLOSING DATE: Thursday April 30th RECRUITMENT SALARY RANGE: $95,000 - $119,000* LOCATION: Mahwah The Buyback Case Analyst serves as a key operational and analytical contributor within the U.S. vehicle buyback program, functioning as part of a cross‑functional delivery squad. In this hybrid role, the analyst oversees the end‑to‑end case summary and classification process for all U.S. buybacks, coordinating with technical specialists, evaluating case documentation, and determining the appropriate buyback category for each file. This position requires strong communication and stakeholder management skills. The analyst will work directly with retailers to review outcomes, ensure transparency, and support aligned next steps. The role also provides bi‑weekly insights and program performance updates to Mission Warranty, supporting continuous improvement and senior‑level visibility across the organization. The ideal candidate is comfortable presenting findings to senior and executive leadership. Responsibilities Lead daily execution of the buyback case analysis process across multiple functions. Work closely with technical specialists and utilize GenAI assisted assessments to accurately assign buyback categories. Review technical assessments, case history, and supporting documentation to determine final case disposition. Complete retailer chargeback documentation and templates in alignment with established policies and standards. Engage with retailers professionally to review outcomes, ensure transparency, and guide them through next steps. Collaborate with cross‑functional partners to identify trends, root causes, and improvement opportunities. Provide clear, data‑driven updates and recommendations to internal stakeholders. Track case progress, resolution timelines, workflow adherence, and operational efficiency. Maintain ownership of the buyback dataset, ensuring accuracy, completeness, and standardization. Validate case summaries prior to submission and ensure alignment across regional inputs. Support development and refinement of dashboards monitoring case volume, triggers, categories, financial exposure, and efficiency metrics. Deliver consolidated insights, trends, and program learnings to Mission Warranty on a bi‑weekly cadence. Present findings, trends, and recommendations to senior and executive leadership with clarity and confidence. Participate in review forums to highlight systemic issues and recommend corrective actions. Perform additional responsibilities as needed to support program growth, process evolution, and continuous improvement initiatives. Qualifications Bachelor’s degree or equivalent professional experience. 3+ years of experience in project management, operations, case management, or analytics—ideally within automotive, warranty, customer experience, or regulatory sectors. Strong analytical capability and ability to interpret technical documentation and case data. Experience conducting outcome‑oriented discussions with retailers or key business stakeholders. Skilled in presenting data, insights, and recommendations to senior/executive audiences. Experience with dashboarding tools (e.g., Tableau) and CRM systems. Exceptional written and verbal communication skills. Demonstrated ability to lead cross‑functional initiatives and influence outcomes. Preferred: Technical experience within automotive, warranty, or quality operations. Preferred: Familiarity with GenAI‑enabled assessment workflows. Preferred: Knowledge of customer recovery processes and buyback regulatory requirements. Benefits Generous time off policy. Health care and retirement plans. Maternity/Paternity leave. This role is not eligible for visa sponsorship. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Base pay offered may vary depending on location, skills, experience, and market factors. The total compensation package may include a target bonus and a full range of medical/health, financial, and other benefits. 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 other characteristics protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training. #J-18808-Ljbffr