Manager, Product Support

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

The Manager, Product Support supports the Leasing and Capital Markets Technology Group by building foundational support processes, managing service and knowledge tool implementation, and providing relevant subject matter expertise to deliver high-quality product support and a frictionless user experience. You will work with product experts in JLL Technologies, internal and external users, and vendors across JLL’s transactional businesses and be responsible for providing application subject matter expertise, building support technology process operations, and serve as the highest point of escalation support for our businesses and technology partners. As the Manager, Product Support you will work as a liaison across technology partners to optimize the use of the technology suite. A passion for people management is critical as the Product Support team is our pipeline of technology talent at JLL. Their goal is to create an environment where our product specialists are empowered to deliver amazing user experiences and actionable feedback to their technology partners in a way that accelerates our early career talent.

As a Manager, Product Support you will be responsible for:

• Responsible for leading a strong functional team and focuses on building an efficient and collaborative team culture   

• Maintains in-depth expertise of supported product including core functionality, the product roadmap, release cycles, UAT testing and outage protocols, engineering hand-offs, and case workflows to accelerate feedback loops to business and technology partners  

• Leads the development and implementation of strategic initiatives utilizing Generative AI, specifically JLL GPT, to drive innovation, optimize workflows, and create efficiencies throughout the organization. Actively seeks opportunities to scale AI applications within the team  

• Responsible for ensuring seamless integration and coordination with Engineering, Disaster Recovery, Security, and other relevant partners to facilitate various surveys, database updates, and any related application actions related to the supported product   

• Manages day to day support operations, runs support stand ups, prioritizes escalations, and serves as escalation support management for supported products    

• Accountable to application onboarding/off-boarding and rationalization planning   

• Setting up Service Tooling and knowledge management infrastructure and processes for application onboarding/offboarding  

• Driving application best practices across portfolio, recommends where to consolidate or decommission applications. Understands business justification for active applications  

• Manages case workflows within and across JLL’s service tools, builds/reviews reports to identify trends across the portfolio of applications, educating partners and vendors on improvement focus areas  

• Actively partners with the business, engineering, and vendor partners to build in-depth expertise of supported applications including core functionality, vendor roadmap, vendor release cycles, testing and outage protocols, enterprise hand-offs, and case insights   

• Accountable for continuous improvement to the user-facing experience across JLLT’s technology for the business line  

• Prepares application insights readout to vendor partners on volume and recurrence of issues across applications and recommends and manages impro