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.

About the role

The Senior Product Specialist supports a product or product ecosystem in our Research ecosystem by driving fast, effective, and high-quality product support and engagement of our products.

They are responsible for providing product subject matter expertise, managing user support and engagement, establishing feedback loops with users and technology partners, and quarterbacking escalation management. They are further responsible for continuous improvement in quality of care, knowledge management, service metrics, and feedback acceleration within their product specialty. Their goal is to ensure engaged users, high-quality feedback to our product team, and frictionless experience for our users.

As a Senior Product Specialist, you will be responsible for:

• Serves as the primary point of contact for user support, managing assigned cases across multiple communication channels (queue, chat, phone) for supported products. Coordinates back-end processes to deliver seamless resolution and communication to end-users, including handling escalations
• The execution of go-to-market strategy including rollout(s), training, and support planning; including the execution of launch and hyper-care activities
• Implements product onboarding, support operations infrastructure, prioritization, and feedback loops in our service tools for supported product(s)
• Turning processes into action, accelerating issue resolution, closure, and feedback loops between technology partners to resolve issues quickly, and bringing consistency and simplicity to the user experience
• Responsible for user engagement and experience to drive adoption and improve product recommendations
• Actively utilizes Generative AI, specifically JLL GPT, throughout the product lifecycle and in product rollouts to drive project strategies, enhance program development and execution, and optimize workflows
• Understands and monitors integration touchpoints, partners with engineering and product to resolve issues
• Responsible for continuous improvement to user-facing product knowledge bases to ensure a consistent experience for users
• Actively sets up and reviews case trends and proactively surfaces opportunities for engagement opportunities to improve adoption
• Runs UAT testing practices from a user experience perspective, prior to releasing to business users/testers
• Categorizes, reviews, and translates user feedback into actionable product improvement recommendations
• Develops data best practices to ensure efficiency and accuracy in the capture and integrity of data within the product and any downstream reporting
• Responsible for defect reproduction and partners with engineering to resolve and conduct root cause analysis
• Enables continuous improvement of internal knowledge management in relevant business operations, product process best practices, and support workflows aligned to the managed product(s)
• Maintain, prioritize, and refine product backlog in conjunction with product manager(s) to ensure agile and timely delivery of product features
• Partner with product manager(s) and other partners to ensure user stories accurately reflect product requirements
• 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

Qualifications / Experience

• Advanced English fluency in speaking, reading, and writing is required
• Advanced knowledge of Microsoft suite (Office, Word, Excel, Outlook, Visio, Teams, Planner)
• Advanced knowledge of Excel reporting/querying large datasets
• Willingness and ability to learn new or tangential technology products to supported product(s)
• Knowledge of Azure devOps, Jira, ServiceNow, and Salesforce is preferred
• Combined 5+ years of product support, real estate and/or prop tech experience;
• 2+ year(s) of experience in supported product; less years acceptable with an accompanied recommendation

People skills

• Commitment to Excellence in service and user experience
• Sees the big picture, does not solve only the immediate issue, but investigates and solves the root cause
• Excellent interpersonal, communication, problem-solving and organizational skills.
• Models sense of urgency, evidenced by swift response times to issues raised through resolution
• Ability to work independently, unsupervised, and as a team player
• Continually invests in their learning and growth
• Holds space for others and ensures all perspectives are considered

Location:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.